17-august-2020 interaction marquee · a package with an execution interval of 60 seconds and 5...

PureConnect®

2020 R4

Generated:

09-November-2020

Content last updated:

25-March-2020

See Change Log for summary ofchanges.

Interaction Marquee

Printed Help

Abstract

This document contains the application help for Interaction Marquee.

For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/pureconnect.

For copyright and trademark information, seehttps://help.genesys.com/pureconnect/desktop/copyright_and_trademark_information.htm.

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http://help.genesys.com/pureconnect

https://help.genesys.com/pureconnect/desktop/copyright_and_trademark_information.htm

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Table of ContentsTable of ContentsIntroduction to Interaction MarqueeUsing the Packages tab

Package Execution HistoryRefresh the package listEdit a package

PackageWorkgroupsStatisticsParametersDefault ViewerExecution HistoryMessage

View a packageDelete a packageView execution history for a package

Using the File Library tabRefresh the File LibraryAdd a Marquee fileView and Download a fileUpdate a fileDelete a file

Using the Viewer Pages tabUsing the Default HTML Viewer

Using Statistic Package SearchPerform a search

Using the Package WizardName the packageSelect workgroupsChoose package output

Creating an HTTP/Web based packageCreating a CIC Email packageCreating an XML File packageCreating an Other package

Working with XSL File setsXSL File set contentsExample XSL File setsXSL File set rules

Working with StatisticsManifest fileAdd Statistic control

Individual statisticsGroup statistics

Available StatisticsAgent statisticsAgent Real-Time Adherence statisticsClient Services resources statisticsContent Servers StatisticsEmail statisticsFax statisticsFeedback StatisticsCIC Memory Usage statisticsCIC Performance statisticsCIC System Status statisticsInteraction statisticsInteraction Director StatisticsLicenses statisticsPMQ statisticsQueue statisticsRecording statisticsSession Manager statistics

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Speech Recognition statisticsTracker Server statisticsTransaction Server statisticsUser Status StatisticsWorkgroup Statistics (Aggregated)Workgroup StatisticsInteraction Dialer statistics overview

Working with Plug-insPlug-in breakdownParameter breakdown

Working with controlsClock controlAdd Statistic control

Individual statisticsGroup statistics

Additional informationWorking with configuration files

To change the LDAP credentials:Working with multiple workgroupsEvents Log

Miscellaneous topicsMarquee example display pages

Example file structureAbout Marquee files

Interaction Marquee featuresDeleting a packageEditing a packageCIC email file packageOther package formatsXML file packageSystem requirementsSetting up Inova with Marquee

Change log

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Introduction to Interaction MarqueeInteraction Marquee exists inside of Interaction Web Portal. As such, in order to get started with Marquee you will:1. Log on to Interaction Web Portal.2. Click Portal Management at the bottom of the screen.3. Select Marquee from the drop-down menu at the top left of the screen.

You will then see the Marquee home page shown below where you can use the available commands and tools to create and manage your statistical packages.

Add statistic packagebutton

Clicking the Add statistic package button will launch the Package Wizard which will walk you through the steps to create a statisticpackage.

Statistic PackageSearch panel

You’ll use the Statistic Package Search panel to search for a package that has already been created.

Packages tab Selecting the Packages tab displays all the packages that are currently available and provides access to package managementtools.

File Library tab Selecting the File Library tab displays all of the package configuration file sets that are currently available and provides access tofile management tools.

Viewer Pages tab Selecting the Viewer Pages tab displays the viewer pages that are available to display HTML packages and provides links that youcan use to view HTML packages.

March25,2020

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Using the Packages tabThe Packages tab displays all the packages that are currently available in Marquee and provides access to package managementtools.

The Packages tab uses a table layout to provide you with detailed information about the available packages.The Statistic Package column displays the name of the package and provides a link that you can use to view the package.The Marquee Server column displays the name of the server on which the package is running.The Active column displays whether the package is Active or Inactive.The Interval (sec) column indicates how often the statistics in the package are updated.The Status column indicates whether the package ran successfully.The Last run time column indicates the last time that the package was run.

At the top of the table is a command that you can use to refresh the list of packages in the table. You'll also notice that each row inthe table contains commands that you can use to modify or remove the associated package.

Package Execution HistoryFrom the Packages tab, you can right-click the package name in the Statistic Package column and select Package execution historyto view execution history. The Package Execution History dialog displays information about the execution of a package.

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The Package Execution History dialog includes the following information.The Status column indicates whether the package ran successfully.The Detail column provides additional information about the status of the package. The Windows Event Log containsmessages written every 15 minutes about the packages. running.The First column displays the date and time that the package first executed in this status.The Last column indicates the date and time that the package last executed in this status.The Executions column indicates the number of times that the package executed with the status during this time period. Thenumber of executions depends on the interval value of the package. For example, a package with an execution interval of 30seconds and 5 minutes occurred from the first and last time the package executed, the Execution column indicates 10executions. A package with an execution interval of 60 seconds and 5 minutes occurred from the first and last time thepackage executed, the Execution column indicates 5 executions.

Use the Refresh package execution history command located at the top of the table to refresh the information in the table.

Related Topics

Refresh the package list

Edit a package

View a package

Delete a package

View execution history for a package

Events log

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Refresh the package listThe information displayed on the Packages tab can change over time. For example, suppose a package has been run since the Lastrun time data was recorded. If so, then that information will not be valid. To make sure that you have the most current information,you can refresh the list of packages in the table.

To refresh the package list:1. Click the Refresh statistic package list command.2. When you do, information about each package in the list is refreshed.

Edit a packageEach row in the table on the Packages tab contains an Edit command that you can use to modify the associated package. Whenyou select the Edit command, you'll see the Edit statistic package screen which contains tabs that correspond to each group ofsettings that make up a statistic package. Simply select a tab containing the settings that you want to change.

To Edit a package:1. Select the Edit command.2. The associated package will be loaded into the Edit statistic package screen.3. Select the tab containing the settings that you want to modify.4. When you are finished, click OK.

The tabs containing settings that you can edit are:

Note: The tabs that you will see will depend on the type of package you are editing.

On the Package tab, you can change the name of the package, modify the description, change the interval, mark the packageas inactive, or change the Marquee compatibility setting.

View the Package tab

Package

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On the Workgroups tab, you can change the Marquee Server, change the Interaction Center Server, as well as add or removeworkgroups.

View the Workgroups tab

Workgroups

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On the Statistics tab, you can remove statistics, add statistics, and change statistic parameters.

View the Statistics tab

Statistics

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On the Parameters tab, you can change the Plug-in as well as edit the available parameters.

View the Parameters tab

Parameters

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On the Default Viewer tab, you can remove the viewer page, choose a different viewer page, or specify a new viewer page.

View the Default Viewer tab

Default Viewer

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On the Execution History tab, you can view additional information about the execution of a package. The Package ExecutionHistory dialog displays the status of the package, a detailed message about the status, the first and last time the packagewas executed, and the number of executions.

View the Execution History tab

Execution History

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On the Message tab, you can add or edit the message as well as specify expiration date and time.

View the Message tab

Message

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Related Topics

Working with XSL File sets

Working with Statistics

Working with Plug-ins

View a packageIf a package displayed on the Packages tab is an HTTP/Web based package and it has been configured to use Marquees ViewerPage , you can view it from the Packages tab.

To view an HTTP/Web based package:1. Click the package name in the Statistic Package column.2. When you do, a new tab will appear in your browser and you'll see the HTML display.

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Delete a packageEach row in the table on the Packages tab contains a Delete command that you can use to remove the associated package.

To delete a package:1. Select the Delete command.2. When you are prompted to confirm the operation, click OK.

View execution history for a package1. Right-click the package name in the Statistic Package column.2. Select Package execution history. The Package Execution History dialog appears.

Tip: Select Refresh package execution history to refresh the information in the Package Execution History dialog.

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Using the File Library tabThe File Library tab displays all the XSL File sets that currently exist in your Marquee installation. This includes the examples thatcame with Marquee and any files that you have created. An XSL File set consists of files that are used to define the display of thestatistics on the various output devices that Marquee supports. As you can see, the XSL File sets are stored in .zip archive files.You will also notice that the File Library tab provides access to several file management commands that you can use to manipulatethese files.

The File Library tab uses a table layout to provide you with information about the files that it displays.The File name column displays the name of the fileThe File type column displays the file type

Each row in the table contains commands that you can use to view and download the contents of the file, update the file, or removethe file.

At the top of the table are the commands that you can use at anytime to refresh the files in the list as well as add files to the list.

Related Topics

Refresh the File Library

Add a Marquee file

View and Download a file

Update a file

Delete a file


Refresh the File LibraryIf you have added files to, or deleted files from, the File Library, you may need to update the list of files.

To refresh the list of files:Click the Refresh File Library command.

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Add a Marquee fileIf you have created an XSL File set, you can add it to the File Library tab.

To add an XSL File set to the File Library:1. Click the Add Marquee file command.2. When you see the Open dialog box, locate and select the file that you want to add to the file library.3. Click OK to complete the operation.

View and Download a fileWhile you are looking at the XSL File sets displayed on the File Library tab, you may want to take a closer look at the files. You canview the names of the files in the XSL File set from within Interaction Marquee or you can download the XSL File set and investigatethe contents of the files that it contains. As you will see, the Library Item Details window displays all of the files contained in theXSL File set. If you want to actually see the contents of the files, you can download the .zip file containing all the files in the XSLFile Set.

To see the files contained in an XSL File set:1. Click the View and Download command.2. When you do, you'll see the Library Item Details window.

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To download a file:1. Click the Download command.2. When you see the Save As dialog box, type a name for the file making sure that you add a .zip file extension.3. Specify a folder to which you want to save the file.4. You can view and extract the contents of the .zip file from a file management tool, such as Windows Explorer.

Once you extract the files, you can use any text editor such as Notepad, to examine the content of the file.

Related Topics


Update a fileIf you have modified an XSL File set, you will want to make sure that the most current version of the file is available in the FileLibrary.

To update a file:Click the Update command.

Delete a fileIf you no longer need a particular XSL File set in the File Library, you can delete it.

To delete an XSL File set:Click the Delete command.

Note: Deleting a file from the File Library permanently removes the file from Interaction Marquee.

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Using the Viewer Pages tabThe Viewer Pages tab displays a list of the currently configured viewer pages.

The Viewer Pages tab uses a table layout to provide you with details about the currently configured viewer pages.The Name column displays the name of the viewer page.The Link column provides a link that will allow you to view the package.

When you select a link in the table, you'll see the Default HTML Viewer screen.

Related Topics

Default HTML Viewer

Using the Default HTML Viewer HTML Packages can be configured to use viewer pages. Viewer pages contain links to the packages that were configured to usethem.1. In the main Marquee page, select the Viewer Pages tab to display the list of viewer pages.2. Click a hyperlink in the list to display the viewer page.

The following figure shows the default viewer page:

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The Auto Switch Option allows you to change how long it takes for the page to refresh.1. To adjust the amount of time the page switches views, enter a value in the line Automatically switch views every __ seconds.2. Click Start.

You are redirected to the Marquee display page:

Note: The Marquee display page shows the statistics across the selected workgroups. In this example, the statistics shown are:Abandoned, ASA (Average Speed to Answer), Available, LCW (Longest Call Waiting), Active, Queue, and Received. The user canchoose to display any statistics that are being collected.

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Using Statistic Package SearchIf work with a lot of different statistic packages and more than one Marquee Server, you may find that it is difficult to locate aspecific package on the Packages tab. If so you’ll want to take advantage of the Statistic Package Search panel on the Marqueehome page.

View the Search panel

Related Topics

Perform a search

Perform a searchWhen you need to track down a specific package on the Packages tab, you can use the Statistic Package Search panel on theMarquee home page.

To search for a package:1. Type the name or part of the name of the package in the Statistic Package Name field.2. In the Active field, click the drop down arrow to specify whether you want to search for All, Active, or Inactive packages.3. In the Marquee Server field, click the drop down arrow to select the Marquee server where you want to search.4. In the Maximum result size field, type the maximum number of packages that you want to see.5. Click Search.

The results of the search will display on the Packages TabClick Refresh statistic package list to restore the list of all packages.

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Using the Package WizardYou'll use the Package Wizard to create statistic packages that capture and format CIC data. Once a statistic package is created, itcan be sent to other applications, databases, and hardware devices where statistical data can be displayed and analyzed.

The first two steps in the Package Wizard walk you through entering the base configuration information required for a statisticpackage. You'll then be able to choose the statistic package output format and choose the statistical data you want to monitor.

To launch the Package Wizard, click Add statistic package on the Marquee home page.

Related TopicsName your package

Select workgroups

Choose package output

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Name the packageOn this page of the Package Wizard, you will provide a name for the package as well several other pieces of basic information.

View this page

1. In the Name field, give the package a title.2. In the Description field, type a description that you want to be displayed in the package.3. In the Interval field, specify a value to configure how frequently you want the package data to be refreshed.4. Choose either of these optional settings if they are applicable:

By default, the package will be marked Active. If you want to be able to modify the package before making it available foruse, you can clear the Active check box.Doing so will mark the package as Inactive.If the package is based on a previous version of Marquee, you must select the check box labeled This package is based ona previous version of Marquee.This option must be selected when you use XSL created with any release of Marquee prior to IC 4.0. This option allows youto output using legacy XSL or output directly to XML.

5. Click Next.

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Select workgroupsOn this page of the Package Wizard, you will select the workgroups and servers that will provide and generate the statistics for thepackage.

View this page

1. Select the Marquee Server that you want to use to generate the statistic package.2. Select the Interaction Center Server that you want to use to get the statistics for the package.3. Select one or more workgroups and then click Add to choose the workgroups that you want to monitor with the package.4. Click Next.

Related Topics

Working with multiple workgroups

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Choose package outputOn this page of the Package Wizard, you will select the output type that you want to use for your package.

View this page

1. Select the statistic package output type you want to create.2. Click Next.3. Continue working through the Package Wizard to configure the options for the package output type that you selected.

Related Topics

Creating an HTTP/Web based package

Creating a CIC Email package

Creating an XML File package

Creating an Other package

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When you select an HTTP/Web based package, the Package Wizard will walk you through a series of steps where you will choosevarious options to configure a package that will ultimately generate an HTML page. In order to properly display that statistics thatyou select, an HTML page will require several addition files that specifically reference and display each of the selected statistics.For example, an HTTP/Web based package will require a Cascading Style Sheet (css) file and a JScript file that you will need tocreate outside of the Package Wizard and then include in the XSL File set.

Related Topics

Enter the required HTML plug-in parameters

Configure statistics

Enter the optional HTML plug-in parameters

Enter a message


Enter required HTML plug-in parameters

When you select the HTTP/Web based package output format, the Package Wizard will display the Required HTML plug-inparameters page. The main function on this page is to specify the XSL File set that you want to use to create the HTML display foryour statistic package. If you have created a custom XSL File set and added it to the File Library, the associated XSL file will appearin the XSL style sheet list. If you have not added your custom XSL File set to the File Library, you can do so on the Required HTMLplug-in parameters page.

Note: You can choose to use one of the example XSL File sets that come with Marquee, but keep in mind that the examples arevery basic and are actually provided as a model for you to use as you create your own custom XSL File set.

View this page

Creating an HTTP/Web based package

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If you have created a new XSL File set:

1. Click the Add XSL file button.2. From the Open dialog box that appears, locate and select the .zip file containing your custom XSL file set.3. Click Open.4. Click the XSL style sheet drop-list box and select your XSL file.5. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

If you want to use an existing XSL File set:

1. Click the XSL style sheet drop-list box and select an XSL file.2. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

Choose optional settings:

By default, Create webpage for package is selected indicating that the Package Wizard will create an HTML file that you canview with the Default HTML Viewer. If you don't want to create a webpage at this time, clear the check box.By default, Enable parameter validation is not selected, indicating that the Package Wizard will not validate the parameters usedto retrieve the statistics from the manifest file. If you want the Package Wizard to validate the parameters, select the checkbox.

Note: If you select this check box, the Package Wizard retrieves the statistics from the manifest file and will validate each ofthe parameters as it does so. The validation process can be time consuming.

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To continue

Once you have configured the required HTML plug-in parameters, click Next, and you can then see and configure the statistics forthis package.

Related Topics



When you click Next, the Package Wizard displays a page which lists all the statistics that are included in the XSL File set that youselected and provides you with the ability to modify those statistics. View this page

Remove statistics

Adjacent to every statistic displayed in the scrolling list is a Remove command.Select the Remove command to remove the statistic from the package.

Add statistics

At the top right of the list are two controls that allow you to add statistics to the packageIf you click Add Statistic command, you can select any of the available statistics and add them, one by one, to your package.If you click the Add Statistic drop down arrow, you can add groups, or more specifically entire categories, of statistics

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Notes: When you are creating an HTTP/Web based package, any statistics that you add at this point will not be displayed unlessyou modify the XSL File set accordingly.

A package can contain a maximum of 3,500 statistics. If the package contains more than 3,500 statistics, the system displays amessage to indicate that the package exceeds 3,500 statistics. To continue using the wizard to create the package, modify thepackage (for example, remove statistics or workgroups from the package) until the package contains no more than 3,500statistics.

Change statistic parameters

Many statistics have parameters that you can change.

Select a statistic from the list:If the statistic has parameters that you can change, you'll see one or more drop-down lists containing the available parameters.Simply click the drop-down and choose the parameter that you want to use.If the statistic doesn't have parameters that you can change, you'll see a message to that effect.

Group statistics

If there are a large number of statistics in the list, you can use the Group by options to get a better view of the statistics you havechosen.

Select the Group by statistic category check box to reorganize the display of statistics by category.

Select the Group statistics by name check box to reorganize the display of statistics by the name of the statistic.

Select both check boxes to reorganize the display of statistics by category and by name.

To continue

Once you have configured the statistics, click Next.

Related Topics




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Enter optional HTML plug-in parameters

When you click Next, the Package Wizard displays the Optional HTML plug-in parameters page where you can configure the defaultviewer page for your HTTP/Web based package. There are three options to choose from:

View this page

Set a viewer page

If you do not want to specify a viewer page at this time, you can select the No viewer page option.If you have one or more viewer pages already set up, you can select the Existing viewer page option and then select the viewerpage from the list.If you want to specify a new viewer page, you can select the New viewer page option and then type the name of the viewer pagein the text box.

To continue

Once you select a viewer page option, you can do one of two things depending on how you want to set up your HTTP/Web basedpackage:

If you have configured all of the settings that you need for this particular HTTP/Web based package, you can click Create andyou package will be added to the Packages tab.If you want to add a message to display on the screen with your HTTP/Web based package, click Next.

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Enter a message

When you click Next, the Package Wizard displays the Text description of message page where you can enter a message that you wantto display along with your package. You can also choose how long the message will display by choosing an expiration date and time. View this page

1. Type the text you want to display on the screen in the Message field.

Note: There is no limit on how much text you can type, but keep in mind that the message should be concise so as notto detract from the statistic display.

2. To configure the expiration date, you can do one of the following:

Type a date in the text box.Click the calendar icon and use the calendar control to select a date.

3. To configure the expiration time, you can do one of the following:

Type a time in the text box.Click the clock icon and use the slider controls to select an hour and minutes.

4. Click Create to complete the procedure.

Related Topics

Using the Clock control

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When you select a CIC Email package, the Package Wizard will walk you through a series of steps where you will choose variousoptions to configure a package that will create an email message to be sent out by a CIC server.

Related Topics

Enter the required email plug-in parameters

Enter additional required email plug-in parameters


Enter a message

Creating a CIC Email package

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Enter required email plug-in parameters

When you select the CIC Email package output format, the Package Wizard will display the first of two pages titled Required emailplug-in parameters. On this page you will begin to specify the email message configuration.

View this page

1. Select the Interaction Center server that sends the email messages.2. Enter the full email address that you want to appear as the sender of the email messages.3. Choose the email message format.4. Enter the full email address of the recipient(s). If you use more than one address, be sure and separate each address with a ";".5. Click Next.

Enter additional required email plug-in parameters

When you click Next, the Package Wizard will display the second Required email plug-in parameters page. On this page you willcomplete the email message configuration, choose delivery times, and then specify the XSL File set that you want to use to createthe display for your statistic package.

View this page

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1. Enter the subject for the email message.2. Specify the time(s) that you want the email message to be delivered.

To configure the delivery time, you can do one of the following:

Type a time in the text box.Click the Clock control icon and use the sliders to select the time.

3. Click Add Time to add an entry to the list. (You can add as many delivery times as you need.)

4. Specify the XSL File set that you want to use:

If you have created a new XSL File set:

a. Click the Add XSL file button.b. From the Open dialog box that appears, locate and select the .zip file containing your custom XSL file set.c. Click Open.d. Click the XSL style sheet drop-list box and select your XSL file.e. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

If you want to use an existing XSL File set:a. Click the XSL style sheet drop-list box and select an XSL file.b. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

5. Click Next.

Related Topics



Configure statistics 34



Remove statistics


Add statistics






Select a statistic from the list:

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If the statistic has parameters that you can change, you'll see one or more drop-down lists containing the available parameters.Simply click the drop-down and choose the parameter that you want to use.If the statistic doesn't have parameters that you can change, you'll see a message to that effect.

Group statistics





To continue


Related Topics




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Enter a message









Related Topics


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When you select an XML File package, the Package Wizard will walk you through a series of steps where you will choose variousoptions to configure an XML document that will be saved to the file system.

Related Topics

Enter required XML plug-in parameters

Enter optional XML plug-in parameters


Enter a message

Enter required XML plug-in parameters

When you select the XML File package output format, the Package Wizard will display the Required XML plug-in parameterspage. On this page you will specify the path on the Marquee server where you would like the Package Wizard to save the XML file. View this page

1. Type the path and name of the XML file that is to be created.2. Click Next.

Creating an XML File package

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Enter optional XML plug-in parameters

When you click Next, the Package Wizard will display the Optional XML plug-in parameters page. On this page you can specify anXSL File set if you want to use one for this package. However this step is optional so you can bypass it if you choose.

View this page

1. Specify the XSL File set that you want to use:

If you have created a new XSL File set:a. Click the Add XSL file button.b. From the Open dialog box that appears, locate and select the .zip file containing your custom XSL file set.c. Click Open.d. Click the XSL style sheet drop-list box and select your XSL file.e. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

If you want to use an existing XSL File set:a. Click the XSL style sheet drop-list box and select an XSL file.b. Wait a moment while the Package Wizard retrieves the statistics from the manifest file.

2. Click Next.

Related Topics



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Remove statistics


Add statistics







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Group statistics





To continue


Related Topics




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Enter a message









Related Topics


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When you select the Other package, the Package Wizard will walk you through a series of steps where you can create a customizedpackage by selecting and configuring a Plug-in, which will consist of one of three output types and one of six destinations.

Related Topics

Choose a Plug-in

Configure parameters


Enter a message

Choose a Plug-in

When you select the Other package output format, the Package Wizard will display the Plug-in page where your first task will be toselect one of the available plug-ins.

View this page

Click the Plug-in drop-down menu and select of the of the available plug-ins

Related Topics


Creating an Other package

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Configure parameters

Once you select one of the available plug-ins for the Other package type, a set of parameters that are associated with that plug-inwill appear in the middle section of the page. While some parameters are the same for all Plug-ins, the majority of the parametersare specific to the type of Plug-in that you select.

View this page

Use the controls to configure the parameters.

Related Topics




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Remove statistics


Add statistics







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Group statistics





To continue


Related Topics




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Enter a message









Related Topics


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Working with XSL File setsAt the heart of an Interaction Marquee package is an XSL File set, which consists of the files that are used to define the display ofthe statistics.

Related Topics

XSL File set contents

Example XSL File sets

XSL File set rules

XSL File set contentsAt the heart of an Interaction Marquee package is an XSL File set, which consists of the files that are used to define the display ofthe statistics. The number of files included in an XSL File set will depend on the statistic package output type. Most package outputtypes require at least two files: The XSL file and the ININSTATKEYS file. If the package output type is an HTTP/Web based package,then at least two additional files are required: A Cascading Style Sheet file and a Jscript file. Each of these files is described in thetable below.

FileExtension

File Type Description

.xsl XSLT StylesheetFile

The Extensible Stylesheet Language Transformations file creates the overall statisticdisplay.

.ininStatKeys ININSTATKEYSFile

This is the manifest file that references the specific statistics that are to be pulledfrom the CIC Server.

.css Cascading StyleSheet File

The Cascading Style Sheet file specifies the formatting and presentation of thestatistics for the Web based display.

.js Jscript Script File The Jscript file provides additional code for creating or modifying the Web baseddisplay.

Note: An XSL File set for a Web based display can contain a variety of additional files to create a more elaborate display.

Related Topics

Manifest file

Available Statistics

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Example XSL File setsInteraction Marquee comes with several example XSL File sets that you can customize or use as templates for creating your ownMarquee display page layouts. These examples are stored in .zip archive files and are accessible from the File Library tab. To take alook at one of the example files, simply use the View and Download command on the File Library tab.

Once you download an example, you'll discover that a .zip file can contain one or more XSL File sets. Each of the sets is stored inthe .zip file with the .xsl file in the root and the supporting files in a subdirectory.

For instance, you could find an example file named single-workgroup-details.zip and the contents would be stored as illustratedbelow. As you can see, each of the main files, including the subdirectory, in an XSL File set has the same base name.

All of the main files in an XSL File set are saved as a plain text file and you can edit them with any text editor, such as Notepad. Themanifest file (.ininStatKeys) contains comments that will explain in detail how to access statistics from a CIC Server. The other filesprovide basic comments that will help you to understand how they function.

Related Topics

View and Download a file

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XSL File set rules While Interaction Marquee comes with several example XSL File sets, chances are that you'll want to create your own XSL File setin order to customize you statistic display. If you decide to do so, you must adhere to some rules when creating the .zip file that willhold your XSL File set.

(1) All of the main files should have the same base filename.

(2) The files must be contained in a .zip file, which should also have the same base filename.

(3) The actual .xsl file must be in the root of the .zip file.

(4) All the other files must be in a subfolder, which should also have the same base filename.

(5) Additional support files can have individual filenames.

Note: If the .xsl file is not in the root of the .zip file, Marquee will display an error message and prevent you from adding the fileto the File Library.

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Working with Statistics Marquee provides you with access to the hundreds of statistics collected by a CIC Sever. To help you find statistics, Marqueegroups the statistics into categories and then provides you with a number of ways to add these statistics to a package.

You can add statistics to a package by manually specifying them in a manifest file that is part of an XSL File set.You can add statistics to a package by using the Add Statistic control on the Statistics tab of the Edit statistic package dialog.You can add statistics to a package by using the Add Statistic control on the statistics page of the Package Wizard.

Related Topics

Manifest file

Add Statistic control

Available Statistics

Manifest fileWhen you are creating a Marquee package, you can manually specify the statistics that you want use via a manifest file, which ispart of an XSL File set. The manifest is plain text file with the .ininStatKeys extension. Each statistic value specified in the manifestis on a separate line.

Marquee comes with several example XSL File sets, which are contained in .zip archive files. The zip files have an .xsl file in theroot and the supporting files in a subdirectory. In this subdirectory, you will find the .ininStatKeys file.

If you open an example .ininStatKeys file in Notepad, as shown below, you’ll see that the top portion of the file contains instructionson how to specify and configure statistics and the bottom portion of the screen contains the actual statistic values.

Related Topics


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Add Statistic controlOn both the Statistics tab of the Edit statistic package dialog and the statics page of the Package Wizard, you will find an AddStatistic control, which will allow you to add statistics to your package individually or as a group. While the Add Statistic controlappears to be a single element, it is actually two: A command that displays the Add statistic dialog and a drop down arrow thatdisplays a list of statistic categories.

When you click the Add Statistic command, you’ll see the Add Statistic dialog. Here you can select individual statistics andconfigure the associated parameters.

When you select the Statistic drop down, you’ll find an extensive list of statistics grouped by category. Once you select a statistic,the Parameters section will change to display those parameters associated with the specific statistic you have selected. Tochoose parameters, simply click the drop down and select from the available options.

Note: While the majority of statistics have multiple parameters, some have as few as one and other statistics do not have anyparameters associated with them.

When you click the Add Statistic drop down arrow, you’ll see a menu that allows you to select groups, or more specifically entirecategories, of statistics. As you will see, only a small set of categories is available. These groups represent the most commonlyused statistics.

Individual statistics

Group statistics

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When you select a group of statistics, you will see the Default Parameters dialog where you can specify the default values for all ofthe parameters that are associated with that particular statistic category. Once you click OK and the statistics are added to thepackage, you can individually edit the parameters as you need.

Note: A package can contain a maximum of 3,500 statistics. If the package contains more than 3,500 statistics, the systemdisplays a message to indicate that the package exceeds 3,500 statistics. To correct the error, remove statistics from thepackage until the package contains no more than 3,500 statistics. To remove statistics from the package, you can edit thepackage to remove workgroups or statistics, or edit the manifest file to remove statistics.

Available StatisticsMarquee can be configured to access and display more than 200 individual statistics from a CIC server. These statistics are organizedin the categories listed in the following table.

Category Description

AgentStatistics Agent Statistics summarize the activity of call center agents.

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Agents Real-timeAdherenceDetails

Agents Real-time Adherence Details statistics come from Interaction Optimizer Real Time Adherence (RTA)statistics and provide information about agents who are currently scheduled.

ClientServicesResources

Client Services Resources statistics report the number of resources that CIC's Client Services subsystem hasavailable at a given point.

ContentServersStatistics

Content Servers statistics include statistics that help determine the state of configured Remote ContentServers and Recorder Server.

Email Email statistics summarize Email routing activity in CIC.

Fax Fax statistics provides information about Faxing operations in CIC.

FeedbackStatistics Feedback Statistics provide information about a named Interaction Feedback survey or survey group.

CIC MemoryUsage CIC Memory Usage statistics report the amount of memory that CIC subsystems are consuming.

CICPerformance CIC Performance statistics provide information about performance of a CIC server.

CIC SystemStatus

CIC system status statistics indicate general system status in terms of number of executing handlers, host anddatabase tool errors, and available text-to-speech sessions.

InteractionDirectorStatistics

Interaction Director Statistics indicate status and performance metrics from Interaction Director.

InteractionStatistics Interaction Statistics provide counts or durations for general object types in CIC.

Licenses License statistics summarize CIC license availability and utilization.

PMQ PMQ statistics summarize activity in Persistent Message Queues.

QueueStatistics Queue Statistics contain counts of active interactions in a queue.

Recording Recording statistics describe activity in Interaction Recorder.

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SessionManagerStatistics

Session Manager Statistics provide information about each running Session Manager

SpeechRecognition Speech Recognition statistics describe speech recognition activity in CIC.

TrackerServer Tracker Server statistics indicate the overall health of Interaction Tracker Server.

TransactionServer Transaction Server statistics indicate the overall health of Transaction Server.

User StatusStatistics User Status Statistics provides detailed information on active users.

WorkgroupStatistics(Aggregated)

This set of Workgroup Statistics represents and aggregated total of ACD interactions, number of agents loggedin, and other details that are common to a set of selected workgroups. Aggregated statistics requires the XSLfile to be customized.

WorkgroupStatistics

Workgroup Statistics summarize ACD interactions, number of agents logged in, and other details that arecommon to the workgroup as a whole.

The Agent statistics summarize the activity of call center agents. Averages are calculated when the interaction completes(disconnects).

Note: The memory footprint (RAM Utilization) of StatServerAgent.exe increased by 14% (~ 0.4 GB) with the addition of thefollowing statistics:- Agent Keyword Spotted- Average Agent Negative Score- Average Agent Positive Score- Average Customer Negative Score- Average Customer Positive Score- Customer Keyword Spotted- Total Agent Positive Score- Total Agent Negative Score- Total Customer Positive Score- Total Customer Negative Score

Statistic Description

AgentKeywordSpotted

This statistic represents the last agent keyword spotted during the last interaction handled by this agent.

Agent statistics

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Averageagentnegativescore

Sum of agent negative scores divided by the total number of calls in the current or previous period or shift.

Averageagentpositivescore

Sum of agent positive scores divided by the total number of calls in the current or previous period or shift.

Averagecustomernegativescore

Sum of customer negative scores divided by the total number of calls in the current or previous period or shift.

Averagecustomerpositivescore

Sum of customer positive scores divided by the total number of calls in the current or previous period or shift.

Average talktime

Average time the agent has spent on interactions for the specified workgroup.

In technical terms, this is the average time all interactions on the agent's queue for the specified workgrouphave been in the ACD–Assigned state.

Averagewait time

Average wait time in queue of all interactions.

In other words, the average time an interaction from the specified workgroup has alerted the agent in thecurrent period. This is the average time all interactions have been in the ACD–Alerting state on the agent'squeue for the specified workgroup.

CustomerKeywordSpotted

This statistic represents the last customer keyword spotted during the last interaction handled by this agent.

Interactionsanswered

Number of interactions answered, calculated as the number of ACD interactions from the specified workgroupthat went to a Connected state in the agent's queue.

Interactionscompleted

Number of interactions completed (that went from a state of ACD– Assigned to ACD–Disconnected).

Interactionsreceived

Total number of interactions that entered the queue.

Longestinteractionwaiting

Duration of the longest currently waiting interaction. This interaction has been in the ACD–Wait Agent statethe longest. Its duration is the amount of time that the interaction has waited to be picked up by an availableagent, based on time in queue only.

Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall time in thesystem (such as time in IVR) is not counted.

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Longest talktime

Duration of the longest currently connected interaction. This interaction has been in a Connected state thelongest.

Non-ACDinteractions

Number of interactions answered by an agent that were not routed to the agent by ACD. These includeinteroffice interactions, transfers, and other person-to-person interactions.

Time instatus

This statistic is evaluated by time-in-status alerts. It appears in Workgroup Detail views to report the amountof time that an agent has been in a particular status condition.

Total AgentNegativeScore

This statistic represents the total negative score that this agent has accumulated in all interactions. Thiscumulative score does not include positive scores that occurred during the interactions.

Total AgentPositiveScore

This statistic represents the total positive score that this agent has accumulated in all interactions. Thiscumulative score does not include negative scores that occurred during the interactions.

TotalCustomerNegativeScore

This statistic represents the total negative cumulative score for customer interactions handled by this agent.This cumulative score does not include positive scores that occurred during the interactions.

TotalCustomerPositiveScore

This statistic represents the total positive cumulative score for customer interactions handled by this agent.This cumulative score does not include negative scores that occurred during the interactions..

Related Topics

Statistics overview

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Interaction Optimizer Real Time Adherence (RTA) statistics inform about agents who are currently scheduled. RTA statistics reportscheduling unit, workgroup, status, scheduled activity, actual activity (based on status), adherence status, exception type, currentadherence time, cumulative shift in adherence, and shift out of adherence duration for an agent.


Actual activity Current actual activity of agent based on logged in status.

Adherence status Agent adherence status indicating In Adherence or Out of Adherence with the schedule.

Agent Display name of scheduled agent.

Current adherenceduration

Duration for which agent is in the current adherence state after last adherence status change.

Exception type Indicates the specific reason for agent being Out of Adherence with the schedule. Possible displayvalues are Early, Late, Unscheduled, Skipped, Logged Out or Unknown.

Number of agents inadherence

Count of users in adherence with the current schedule.

Number of agentsout of adherence

Count of users not in adherence with the current schedule.

Percent of agents inadherence

Percentage of users in adherence with the current schedule.

Percent of agentsout of adherence

Percentage of users not in adherence with the current schedule.

Scheduled activity The activity scheduled by Interaction Optimizer for this agent at this point in time.

Shift time inadherence

Cumulative amount of time that an agent has been in adherence, accumulated for the entire shift.

Shift time out ofadherence

Cumulative amount of time that an agent has been out of adherence, accumulated for the entire shift.

Status Current logged-in status of agent.

Related Topics

Statistics overview

Agent Real-Time Adherence statistics

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The Client Services statistics indicate the number of resources that CIC's Client Services subsystem has available at a given point.More specifically, Client Services keeps track of logged-in users, their status, and their rights based on security configurations.These statistics are updated at the regular statistics interval.


Status of the aggregatorconnection

A Boolean indicator (Yes or No) that specifies whether a connection with the InteractionAggregator server is active..

Related Topics

Statistics overview

Client Services resources statistics

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Content Servers statistics include statistics that help determine the state of configured Remote Content Servers and RecorderServer.


Available HTTP ClientConnections

HTTP client threads available for accepting recordings.

Available local diskspace

Free disk space for recordings on the local machine in gigabytes.

Available log diskspace

Free disk space for logs in gigabytes.

Available share diskspace

Free disk space for recordings on network shares in gigabytes.

Failed transfers lasthour

Number of recordings failed to transfer last hour.

Memory usage The amount of paged physical memory (working set) that a content server is using, expressed inkilobytes.

Configured forAmazon S3

Indicates whether or not Recorder Server is connected to Amazon’s Simple Storage Service.

Recordings playedback last hour

Recordings played back in the last hour.

Recordingssuccessfullyprocessed last hour

Number of recordings successfully processed last hour.

Total CPU usage The value is the sum of CPU utilization reported by Windows across all cores present in the machine.A value of 100% on a four core machine would indicate that all cores are complete used.

Related Topics

Statistics overview

Content Servers Statistics

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The Email statistics summarize Email routing activity in CIC. These statistics are updated at the regular statistics interval.


Emails inpre-deliveryprocessing

Number of email messages that CIC is in process of delivering.

Emailsscheduledto beretried

Number of email messages that have had at least one failed attempt at delivery; but because thatfailed attempt might have been due to a momentary problem (for example, a network outage, orunavailable server), at least one more delivery attempt will be made

Emails thatcannot bedelivered

Number of email messages that could not be delivered, either because the number of retryattempts on the message has been exceeded, or because something about the message makes itundeliverable (for example. the message has no recipients, or a voicemail is missing an audio file).

Emailswaiting tobedelivered

Number of email messages that have been left, that CIC has not started processing.

Related Topics

Statistics overview

Email statistics

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The Fax statistics provide information about Faxing operations in the CIC system. These statistics are updated at the regularstatistics interval.


Fax licenses available Number of active fax stations that are currently available to send or receive faxes.A low number indicates that additional active fax resources should be added or configured. The displayindicates the total number available out of total.

Fax receptions failed(aborted)

Total number of incoming faxes that failed because of line noise or faxing protocol error.

Fax receptions failed(connection failure)

Total number of incoming faxes that failed because no fax resources were available. This errorindicates that additional hardware fax resources are required

Fax sends aborted The number of faxes sends that failed because of a faxing protocol error (for example, too much linenoise, too many errors, failure to negotiate baud rate).

Faxes receivedsuccessfully

Total number of faxes received today. This value is reset to zero every day at midnight.

Faxes send connectionfailures

Total number of faxes that failed because of invalid fax numbers or connection problems (no availablelines, or other telephony failure) since the server was restarted.

Faxes sent successfully Total number of faxes sent successfully today. This value is reset to zero every day at midnight.

Total fax licenses Total number of fax licenses.

Related Topics

Statistics overview

The Feedback Statistics provide information about a named Interaction Feedback survey or survey group. More specifically,Feedback statistics display real-time data for the last hour (relative to the present time) or data for the current day (since midnight).Daily statistics reset at midnight.


Activesurveys

Number of calls in a Connected state where the customer has agreed to take a survey at the end of the call.

This number reflects customers that have not started the survey and customers currently taking the survey thatare still connected to the CIC system.

Agent noanswertoday

Number of surveys since midnight that have been opted into for which no agent has answered, for today.

Availablelicenses

Number of licenses on this system for the given license type that are not yet in use.

Belowminimumscore

Number of surveys since midnight with a value (other than 0) in the Minimum Acceptable Score field.

If a survey specifies a minimum value, indicating the lowest acceptable score on a survey, then each surveycompleted since midnight that scored below that minimum value is counted in this number.

Fax statistics

Feedback Statistics

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Callerdisconnectstoday

Number of calls since midnight where the customer opted into a survey and then disconnected before thesurvey was presented.

Surveyaveragesscore lasthour

Average score of selected surveys within the past hour.

Surveyaveragescore today

Average score of selected surveys since midnight.

Survey opt-outs today

Number of calls since midnight where the customer did not agree to take the survey. This includes calls in theConnected state as well as previously disconnected calls.

Surveysabandonedtoday

Number of calls who agreed to take a survey (at one point considered an Active Survey) but did not completethe survey.

This number reflects calls where the customer disconnected before taking the survey and those thatdisconnected while taking the survey before completing it. Abandoned survey data is not used in surveyreports.

Surveysbypassed(no license)today

Number of calls since midnight where the customer took a survey but the agent who dealt with the caller didnot have an Interaction Feedback Access license.

In this case, the customer completed the survey and the data was captured, but it will not be included in thesurvey data in Interaction Feedback Reports. In the case where multiple agents handled a call, if at least one ofthe agents has an Interaction Feedback Access license, the survey data will be included in the reports.

Surveyscompletedtoday

Number of calls since midnight where a Survey was completed by obtaining answers to all of the questions.

This count does not include Active Surveys or Abandoned Surveys.

Survey inerror today

Number of system errors generated by the CIC server since midnight.

These errors could be any system error that could affect the performance of the CIC server, and which arereflected in either the CIC server's Windows event logs or CIC subsystem logs.

Surveysoffered lasthour

Number of surveys selected and offered to customers within the past hour.

Surveysofferedtoday

Number of surveys selected and offered to customers since midnight.

Totallicenses

Total number of licenses that are available on this system.

Related Topics

Statistics overview

CIC Memory Usage statistics 63

CIC Memory Usage statistics report the amount of memory that CIC subsystems are consuming (in kilobytes). These statistics areupdated every 5 minutes.


ACC Server Amount of paged physical memory (working set) that Accumulator (ACC) server is using,expressed in kilobytes.Accumulators, similar to system registers, count events as they occur in the CIC's InteractionProcessor. Instances of these events are stored in variables and are accessible in report logs orother handlers using the Accumulator tools in Interaction Designer.

ACD Server Amount of paged physical memory (working set) that ACD Server is using, expressed inkilobytes.ACD Server determines which agent a call should be routed to, based upon skill and otherfactors.

Admin Server Amount of paged physical memory (working set) that Admin Server is using, expressed inkilobytes.Admin Server provides ACL management and licensing on top of the data managed by DirectoryServices.

ClientServices

Amount of paged physical memory (working set) that Client Services is using, expressed inkilobytes.Client Services keeps track of logged-in users, their status, and their rights based on securityconfigurations.

ClusterConnector

Amount of paged physical memory (working set) that the Cluster Connector is using, expressedin kilobytes.

CompressionManager

Amount of paged physical memory (working set) that Compression Manager is using,expressed in kilobytes.Compression Services compress audio recordings such as voice mail messages.

DataManager

Amount of paged physical memory (working set) that Data Manager is using, expressed inkilobytes.Data Manager is the CIC subsystem that services Reverse White Page (RWP) lookup andcontact directory requests. Data Manager keeps track of data sources used to display ContactDirectory and Speed Dial notebook pages in a CIC client.

DS server Amount of paged physical memory (working set) that Directory Services is using, expressed inkilobytes.Directory Services provides the interface to the proprietary data store (configuration repository)that CIC uses to store system configuration information.

DS Sink Amount of paged physical memory (working set) that DSSink is using, expressed in kilobytes.

EMS Server Amount of paged physical memory (working set) that Multi-Site Client is using on a peer CICsite, expressed in kilobytes

Fax Server Amount of paged physical memory (working set) that Fax Services is using, expressed inkilobytes.

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File Monitor Amount of paged physical memory (working set) that File Monitor is using, expressed inkilobytes.

File Router Amount of paged physical memory (working set) that the File Router is using, expressed inkilobytes.

Host Server Amount of paged physical memory (working set) that Host Server is using, expressed inkilobytes.Host Services allows CIC to communicate with IBM systems using 3270 and 5250 terminalemulation.

IC STS The Amount of paged physical memory (working set) that IC STS is using, expressed in kilobytes.

IP Amount of paged physical memory (working set) that Interaction Processor (IP) is using,expressed in kilobytes. IP is the CIC subsystem that processes low-level subsystem events inorder to implement higher-level business logic.

IP Server Amount of paged physical memory (working set) that IP Server is using, expressed in kilobytes.IP Server manages several helper tasks for Interaction Processor and Report Logging.

IPDB Server Amount of paged physical memory (working set) that Interaction Processor Database (IPDB)Server is using, expressed in kilobytes.IPDB Server connects Interaction Processor to a specified database when database tools areused.

Mail AccountMonitor

Amount of paged physical memory (working set) that Mail Account Monitor is using, expressedin kilobytes.

Notifier Amount of paged physical memory (working set) that Notifier is using, expressed in kilobytes.

OptimizerServer

Amount of paged physical memory (working set) that Optimizer Server is using, expressed inkilobytes.

Out Of Proc Amount of paged physical memory (working set) consumed by OutOfProc server, expressed inkilobytes.OutOfProc server is a service that executes DLLs for Interaction Processor without risking theintegrity of the IP process. Its size is a function of any custom activities that might be added bythe customer or third parties through these customization interfaces.

Post OfficeServer

Amount of paged physical memory (working set) that Post Office Server is using, expressed inkilobytes.Post Office Server (POS) is the CIC subsystem that provides platform independent access toEmail services such as message store access and message delivery.

Reco Amount of paged physical memory (working set) that Speech Recognition (ASR) is using,expressed in kilobytes.

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RecorderServer

Amount of paged physical memory (working set) that Interaction Recorder Server is using,expressed in kilobytes.

SessionManager

Amount of paged physical memory (working set) that Session Manager is using, expressed inkilobytes.

SMS Server Amount of paged physical memory (working set) that Simple Message Services Server is using,expressed in kilobytes.

Stat AlertServer

Amount of paged physical memory (working set) that Alert Server is using, expressed inkilobytes.Alert Services allows users and supervisors to define specific circumstances under which theyare to be alerted and the means by which the alert is to occur.

StatisticsServer

Amount of paged physical memory (working set) that Statistics Server (StatServer) is using,expressed in kilobytes.Statistics Server tracks important statistical information for real-time views and historicalreporting.

Switchover Amount of paged physical memory (working set) that the CIC automated switchover system isusing, expressed in kilobytes.

TelephonyServices

Amount of paged physical memory (working set) that Telephony Services is using, expressed inkilobytes.

TrackerServer

Amount of paged physical memory (working set) that Tracker Server is using, expressed inkilobytes.Interaction Tracker is composed of two server-side subsystems: Tracker Server and TrackerTran Server (also called Transaction Server).

VPIMreceiver

Amount of paged physical memory (working set) that Voice Profile for Internet Mail (VPIM)Receiver is using, expressed in kilobytes.VPIM a mechanism for identifying body parts that a sender deems critical in a multi-partInternet mail message.

WebProcessor

Amount of paged physical memory that Web Processor is using, expressed in kilobytes.Web Processor is the CIC subsystem that handles all incoming web interactions and internalintercom chats.

Related Topics

Statistics overview

CIC performance statistics provide information about performance of CIC server. These statistics are updated at the regularstatistics interval.


CIC Performance statistics

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AvailableCPU

Available CPU in percent.

Averagelatency

Average Notifier/Queue Manager latency in milliseconds.

This statistic is computed by sending no-op requests from Remoco to Queue Manager and then measuring thelatency in the response from Queue Manager.

Free diskspacelogs

Amount of free space that is available on the drive where logs are saved.

Free diskspacerecordings

Amount of free space that is available on the drive where recordings are saved.

Free diskspacesystem

Amount of free space that is available on the drive where the operating system resides.

Free diskspacework

Amount of free space that is available on the drive that contains the CIC work directory.

IP CPUusage

Percentage of total CPU used by the Interaction Processor subsystem across all cores present in the machine.

NotifierCPUusage

Percentage of total CPU used by the Notifier subsystem across all cores present in the machine.

Pagefaults

Number of times that the operating system has to use the hard disk as a memory resource.

A consistently large number of page faults may indicate that more RAM is required.

Systemlatency

Round-trip time of a message through the Notifier subsystem.

This statistic indicates the general latency of the PureConnect platform. A high latency value indicates that theserver is busy and may require additional hardware resources. On a system that is not under load, this value istypically zero. On a moderately tasked system, a typical value is 50 to 100 ms. A system under heavy load maybe higher. Values over 300 milliseconds may cause noticeable delays and could indicate that a hardwareupgrade or handler optimization is needed.

Total CPUusage

The sum of CPU utilization reported by Windows across all cores present in the machine.

A value of 100% on a four core machine would indicate that all cores are completely used.

Total diskspacelogs

Total amount of space that is available on the drive where log files are saved.

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Total diskspacerecordings

Total amount of space that is available on the drive where recordings are saved.

Total diskspacesystem

Total amount of space that is available on the drive where the operating system resides.

Total diskspacework

Total amount of space that is available on the drive that contains the CIC work directory.

TS CPUusage

Percentage of total CPU used by the Telephony Services subsystem across all cores present in the machine.

TTS CPUusage

Percentage of total CPU used by the text-to-speech subsystem across all cores present in the machine.

Related Topics

Statistics overview

CIC system status statistics indicate general system status in terms of number of executing handlers, host and database toolerrors, and available text-to-speech sessions. These statistics are updated at the regular statistics interval.


Availableremote licenses

Number of available remote licenses, updated every 10 minutes.

Available TTSsessions

Total number of text-to-speech sessions that are currently available. This statistic is valid for SAPI anddoes not include I3TTS and MRCP. If the available number is approaching zero, you may need to purchaseadditional TTS sessions.

Backup Servername

The Notifier name of the backup server, or N/A if no backup server is configured.

Backup Serverready

Indicates the health of the backup (Switchover) server. Displays Yes if the backup server is ready, or No ifthe backup server is known to be in a bad state or is no longer processing properly.

Current handlersin the threadpool

Number of handlers in the thread pool.

Currentlyexecutinghandlers

Total number of handlers that are currently executing in the system.

If this number continually trends up, the cause may be that handlers are not completing execution due todesign flaws or tool defects.

CIC System Status statistics

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Host toolconnectionerrors

Total errors for the 'Host Connect' Host Interface tool for the last ten minutes. These are failed attemptsto connect to the host system.

Errors of this type typically indicate host/communications problems or an incorrectly configured hostprofile.

Host tool othererrors

Total errors for the other Host Interface tool for the last ten minutes.

Typically these are minor errors, caused by time-outs, unrecognized screens, and handler programmingerrors.

Indicates if aswitchover wasperformed

If you are running in a switchover environment, this value indicates if a switchover was performed.

IP is running Indicates whether Interaction Processor is running.

Maximumexecutinghandlers

Maximum number of handlers that can be executed in the system at any time.

Queued handlerthreads

Number of handlers that are queued in the system right now.

Switchover UDPheartbeatinterval

Transmission rate for UDP heartbeats on the Switchover server, in milliseconds.

Heartbeats are a series of signals emitted at regular intervals, by CIC servers on the network.

Time since lastswitchover

Amount of time that has passed since the last known switchover occurred, or N/A if no backup server isconfigured.

Total TTSsessions

Maximum number of concurrent TTS sessions allowed. This statistic is valid for SAPI and does not includeI3TTS and MRCP.

Ts ping time Amount of time to ping the CIC's Telephony Services subsystem, in milliseconds.

Related Topics

Statistics overview

Interaction statistics provide counts or durations for general object types in CIC.

Interaction statistics

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Active calls Total number of active call objects in the system, including SIP calls.

Active chats Number of active chat objects in the system.

Active emails Number of active email objects in the system.

Active genericobjects

Number of active generic objects in the system.

A generic object is an integration object that can be placed on a queue and routed throughout CIC. Eachgeneric object represents a third-party software construct of some sort, such as an external ticketing system,video conference, or other software that was defined by a third party.

Active socialconversations

Number of active social conversations in the system.

Active socialdirectmessages

Number of active direct messages in the system.

Activeworkflows

Number of active workflows in the system.

Longest call Duration of the longest call currently active in the system.

Longest chat Duration of the longest chat currently active in the system.

Longest email Duration of the longest Email currently in the system.

Longestgeneric object

Duration of the longest generic object currently in the system.

Longestsocialconversation

Duration of the longest social conversation currently in the system.

Longestsocial directmessage

Duration of the longest direct message currently in the system.

Longestworkflow

Duration of the longest workflow currently in the system.

SIP StationCalls

Number of active calls that are SIP station calls.

For example, if Active Calls equals 10, and 5 SIP station calls are active at the same time, then the total callcount is 10, with 5 of those calls being SIP Station Calls.

Related Topics

Statistics overview

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Interaction Director statistics indicate the status and performance metrics of Interaction Director.


% Available Percentage of agents that are available.

Abandon RateDistributions

Abandon Rate Distributions.

Available totake Directorinteraction

Number of agents that are available to take Director interaction.

Average talktime

Average time the agent has spent on interactions for the specified workgroup.

In technical terms, this is the average time all interactions on the agents queue for the specified workgrouphave been in the ACD–Assigned state.

Average waittime

Average wait time in queue of all interactions. This number indicates

In other words, the average time an interaction from the specified workgroup has alerted the agent in thecurrent period. This is the average time all interactions have been in the ACD–Alerting state on the agent'squeue for the specified workgroup.

Calledaddress

Called address.

Callingaddress

Calling address.

DTMF code DTMF code.

DTMF wait DTMF wait.

Failures Failures.

From server From server.

ID method ID method.

Interactionsabandoned

Number of interactions that were externally disconnected by the remote party before they could be clientconnected (picked up by an agent).

Tip: The CIC data dictionary provides supplemental information about abandoned calls.


Number of interactions answered, calculated as the number of ACD interactions from the specifiedworkgroup that went to a Connected state in the agent's queue.

Interaction Director Statistics

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Number of interactions completed (that is, went from a state of ACD–Assigned to ACD–Disconnected).



Line group Line group.

Logged in Total number of logged in agents.

Longestavailable

Longest period of time an agent is available, in other words, the duration of the longest available agent totake an ACD interaction for the specified workgroups. See sAvailable for ACD interaction.

LongestDirectorinteraction

Longest Director interaction.

Longest-waitingDirectorinteraction

Longest-waiting Director interaction.

Number ofactive queues

Number of active queues.

Number ofcalls currentlyanswered

Number of calls currently answered.

Number ofcalls inDirector wait

Number of calls in Director wait.

Number ofconfiguredqueues

Number of configured queues.

On ACW On ACW.

On non-Directorinteractions

On non-Director interactions.

Service LevelDistributions

The interactions that connected callers to agents within a specified time interval.

Status Status.

Successes Successes.

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To server To server.

Unique ID Unique ID.

Related Topics

Statistics overview

License statistics summarize CIC license availability and utilization.


Allowed Number of licenses on this system that are allowed to be in use at any one time.

Available Number of licenses on this system for the given license type that are not yet in use.

Available in percent Percentage of licenses on this system for the given license type that are not yet in use.

In use Number of licenses on this system for the given license type that are in use.

Used in percent Percentage of licenses on this system for the given license type that are in use.

Related Topics

Statistics overview

PMQ statistics summarize activity in persistent message queues.

Note: Starting with CIC 2017 R1, the "PMQ is persisted to disk" and the "oldest message on disk" statistics now report the actualnumber of PMQ files present in the filesystem. These statistics are updated every 60 seconds.


AdminServer isconnectedto DB

Indicates whether or not Admin Server's PMQ object currently has a connection to the database.

Not having a connection indicates an error only if items are also being persisted to disk.

AdminServer'soldestmessageon disk

Age of the oldest message that PMQ is currently storing to disk for Admin Server.

This operation is common for Admin Server, and should be a concern only if the time lag is larger than thedefault reporting period (30 minutes).

Licenses statistics

PMQ statistics

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AdminServer'sPMQ ispersistedto disk

Indicates that PMQ is currently buffering Admin Server messages to disk.

This is a common occurrence for Stat Server since it periodically sends large amounts of data to thedatabase. If the subsystem is connected to the database, and it has messages persisting to disk, then youshould examine the IP Server's oldest message on disk statistic to find out whether messages are flowingsmoothly or are backed up.

IP isconnectedto DB

Indicates whether or not Interaction Processor's PMQ object currently has a connection to the database.


IP Server isconnectedto DB

Indicates that IP Server's PMQ object currently has a connection to the database.


IP Server'soldestmessageon disk

Age of the oldest message that PMQ is currently storing to disk for Interaction Processor server.

This operation is common for Interaction Processor server, and should be a concern only if the time lag islarger than the default reporting period (30 minutes).

IP Server'sPMQ ispersistedto disk

Indicates that PMQ is currently buffering IP Server messages to disk.

This is a common occurrence for Stat Server since it periodically sends large amounts of data to thedatabase. If the subsystem is connected to the database, and it has messages persisting to disk then youshould examine the IP Server's oldest message on disk statistic to find out whether messages are flowingsmoothly or are backed up.

IP's oldestmessageon disk

Indicates the age of the oldest message that PMQ is currently storing to disk for Interaction Processor server.

This operation is common for Interaction Processor server, and should be a concern only if the time lag islarger than the default reporting period (30 minutes).

IP's PMQ ispersistedto disk

Indicates that PMQ is currently buffering Interaction Processor messages to disk.

This is a common occurrence for Stat Server since it periodically sends large amounts of data to thedatabase. If the subsystem is connected to the database, and it has messages persisting to disk then youshould examine the IP Server's oldest message on disk statistic to find out whether messages are flowingsmoothly or are backed up.

Recorderserver isconnectedto DB

Indicates whether or not Recorder Server's PMQ object currently has a connection to the database. Not having aconnection only indicates an error if items are also being persisted to disk.

RecorderServer'sPMQ ispersistedto disk

Number of Recorder Server PMQ objects that are currently persisted to disk.

RecorderServer'soldestmessageon disk

Age of oldest message that PMQ is currently storing to disk for Recorder Server. This operation is common forRecorder Server, and should be a concern only if the time lag is larger than the default reporting period (30minutes).

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RecorderServer'serrorspersistedto disk

Number of Recorder Server error objects that are currently persisted to disk.

RecorderServer'soldesterror ondisk

Age of the oldest error that Record Server is currently storing to disk.

Stat Serverisconnectedto DB

Indicates that Stat Server's PMQ object currently has a connection to the database.


StatServer'soldestmessageon disk

Age of the oldest message that PMQ is currently storing to disk for Stat Server.

This operation is common for Stat Server, and should be a concern only if the time lag is larger than the defaultreporting period (30 minutes).

StatServer'sPMQ ispersistedto disk

Number of Stat Server PMQ objects that are currently persisted to disk.

Related Topics

Statistics overview

The Queue statistics contains counts of the active interactions currently in the queue.


Interaction count Number of non-disconnected interactions of a specified type maintained by queue manager.

Related Topics

Statistics overview

Recording statistics describe activity in Interaction Recorder. These statistics are updated at the regular statistics interval.

Queue statistics

Recording statistics

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Recorderdatabase isavailable

Indicates that the Interaction Recorder system can connect to its database.

Recorder isprocessingrecordings

Indicates that the Interaction Recorder system is currently processing recordings.

Recording lagtime

Age of the oldest recording currently in the recorder cache. This number includes calls waiting for therecording to be transferred or the database to be updated. If this number grows very large, it may indicate thatadditional Media Servers or Remote Content Servers are needed for performing compression

Recordingstoragelocations

Number of recording storage locations.

Recordingstoragelocations lowon space

Number of recording storage locations that are 90% or more full.

Recordings inprogress

Number of recordings that Interaction Recorder is conducting.

Successfulrecordings(last hour)

Number of successful recordings that occurred in the last sixty minutes.

Successfulrecordings(today)

Number of successful recordings that occurred since midnight.

Encumberedrecordings(last hour)

Number of recordings in the previous 60-minute interval where one or more of the internal participants doesnot have an Interaction Recorder workstation license.

Encumberedrecordings(today)

Number of recordings since midnight where one or more of the internal participants does not have anInteraction Recorder workstation license.

Unsuccessfulrecordings(last hour)

Number of failed recordings that occurred in the last sixty minutes.

Unsuccessfulrecordings(today)

Number of unsuccessful recordings that occurred since midnight.

Related Topics

Statistics overview

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The Session Manager statistics show detailed information for each instance of Session Manager that is currently running.Statistics are shown as a total as well as broken down by device type.


Session count The number of active sessions that are currently running on the given Session Manager

Related Topics

Statistics overview

Speech Recognition Statistics describe speech recognition activity in CIC.


Current speech recognition sessions Number of speech recognition sessions currently occurring in the system.

Peak number of speech recognitionsessions

Peak number of concurrent speech recognition sessions since the system wasstarted.

Related Topics

Statistics overview

Tracker Server statistics indicate the overall health of Interaction Tracker Server in the previous ten minute interval.


Failed trackertransitions

Number of transactions sent to Tracker Transaction Server in the last ten-minute period that failed. Ahigh value indicates that Tracker Transaction Server may be down.

Interactionsegmentnotifications

Number of update notifications sent by Queue Manager to Interaction Tracker.

This statistic indicates how busy the server is, after having processed state changes of objects in thesystem for example, hold to voice mail.).

Posted trackertransactions

Number of transactions sent to Tracker Transaction Server for processing in the last ten minute period.

Related Topics

Statistics overview

Session Manager statistics

Speech Recognition statistics

Tracker Server statistics

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Transaction Server statistics indicate the overall health of Transaction Server—a generic transaction server for recording, logging,and so on. These performance statistics indicate the overall health of Transaction Server in the previous ten minute interval.


Average successfultransaction time

Average amount of time that Transaction Server needed to process a transaction in the previous tenminute interval.

Executedtransactions

Number of transactions that Transaction Server successfully executed in the previous ten minuteinterval.

Failed transactions Number of transactions that Transaction Server failed to execute in the previous ten-minuteinterval. A high value may indicate that database errors are occurring.

Related Topics

Statistics overview

Transaction Server statistics

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User Status Statistics


Company Name The company name assigned to the user.

Department Name The department name assigned to the user.

Display Name The display name assigned to the user.

Extension The extension number of the phone that the user is currently connected to.

Logged In Indicates whether the user is currently logged in to the system.

MessageText Additional information that the user has associated with their status.

Notes Additional information that the user has associated with their status.

On Phone Indicates whether the user is currently on a phone call.

On Phone Changed Indicates that the user's phone call status has changed.

Status Indicates the user's current status setting.

Status Changed Indicates that the user's status setting has changed.

Until Date Specifies the date when the user's current status will expire.

Until Time Specifies the time when the user's current status will expire.

Related Topics

Statistics overview

This set of Workgroup Statistics represents and aggregated total of ACD interactions, number of agents logged in, and other detailsthat are common to a set of selected workgroups. These workgroups may or may not have associated queues. Aggregatedstatistics requires the XSL file to be customized.


User Status Statistics

Workgroup Statistics (Aggregated)

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AbandonRateDistributions

A percentage value that is calculated by taking the number of abandoned calls in an accumulative collection ofdata from a workgroup and then dividing this number by the number of calls that entered into the workgroupqueue..

AbandonRate MissedTarget

A percentage value that is calculated by taking the number of calls that are abandoned outside of the servicelevel target and then dividing this number by the number of calls that entered into the workgroup queue.

AbandonRate Target

A percentage value that is calculated by taking the number of calls that are abandoned within the service leveltarget configuration and then dividing this number by the number of calls that entered into the workgroupqueue.

Agentsavailable

The Available Agent Count of logged on agents that are available for ACD interactions. See definitions forLogged On and Available to take ACD interactions.

Agents instatus

Number of agents in a particular status.

Agentslogged in onthisworkgroup

Number of agents logged in on this workgroup.

Available forACDInteractions

The number of agents available to take ACD interactions.

An agent is considered to be available to take ACD interactions if all of the following conditions are met:The agent is logged inThe agent is activated on the specified workgroupThe agent is not on another interactionThe agent has an available status

Note that Agent utilization does not apply to this statistic. This statistic assumes that each agent can onlytake one interaction at a time.









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Average talktime

Total amount of time that all agents spent on different ACD interactions, divided by number of ACDinteractions handled by all agents.

Average waittime

Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned,divided by number of ACD interactions for the period reported.

Highestactive agentpositivescore

This statistic represents the highest positive score that an agent has accumulated in an active interaction inthis workgroup. This cumulative score does not include negative scores that occurred during the interaction.

Highestactivecustomerpositivescore

This statistic represents the highest positive score that a customer has accumulated in an active interactionin this workgroup. This cumulative score does not include negative scores that occurred during theinteraction.







Total number of interactions answered that went from ACD–Wait Agent state to ACD–Assigned.



Interactionsflowed-Out

Number of interactions flowed-out.



Interactionswaiting

Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD–WaitAgent state.

Logged in The number of agents logged in for the specified workgroup. This statistic is also the number of agents whoare logged into the current server. This statistic does not include agents who are logged into peer servers forthe same workgroup.

The number of logged on agents can be inaccurate if the following scenario exists for the workgroup:A supervisor is a member of the workgroup.And the supervisor logs on to IC Business Manager or Interaction Administrator.And the supervisor logs on to Interaction Desktop or Interaction Connect.

If the workgroup meets this scenario, the CIC server increments the Logged On count due to the supervisorlogons. The CIC server does not decrease the Logged On count until the supervisor logs out of bothapplications. To correct the Logged On count, you can remove the supervisor from the workgroup or set theSetPersistedStatusOnLastStationLogout server parameter to True.

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Longestavailable

Longest period of time an agent is available, in other words, the duration of the longest available agent to takean ACD interaction for the specified workgroups. See Available for ACD Interactions.

LongestinboundACDinteraction

Duration of the longest of the currently active inbound ACD interactions, or 0 if there is no inbound ACDinteraction active. The duration does not include wait time or answer time. It is the time it takes for aninteraction to be handled by an agent in a queue (excluding wrap time), from first connect to queueremoval/disconnect.


Duration of the longest currently waiting interaction. This interaction has been in the ACD–Wait Agent statethe longest.

Its duration is the amount of time that the interaction has waited to be picked up by an available agent, basedon time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or userinteraction. Overall time in the system (such as time in IVR) is not counted.

Longestnon-ACDinteraction

Duration of the longest of the currently active non-ACD interactions, or 0 if no non-ACD interaction is active.

LongestoutboundACDinteraction

Duration of the longest active outbound ACD interaction, or 0 if no outbound ACD interaction is active.

Longest talktime

The total talk time of the longest currently connected interaction.

Notavailable forACDinteractions

The number of agents not available to take ACD interactions. The number of logged in and active agentsminus the agents available for any interaction.

On inboundACDinteractions

Number of agents on inbound ACD interactions.

On inboundACW

Number of agents performing after call wrap-up work after receiving an ACD interaction.

On non-ACDinteractions

Number of agents on non-ACD interactions.

On outboundACDinteractions

Number of agents on outbound ACD interactions.

On outboundACW

Number of agents performing after call wrap-up work to conclude an outbound ACD interaction.

Percentavailable

The percentage of logged in agents that are available for ACD interactions ((available to take ACD interactions/ logged in) * 100).

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ServiceLevelDistributions

A percentage value that is calculated by taking the number of answered calls in an accumulative collection ofdata from the service levels that are configured for a workgroup and then dividing this number by the numberof calls that are answered in the workgroup queue.

ServiceLevelMissedTarget

A percentage value that is calculated by taking the number of answered calls that did not make the servicelevel target configured for a workgroup and then dividing this number by the number of calls that are answeredin the workgroup queue.

ServiceLevel Target

A percentage value that is calculated by taking the number of answered calls that fell within the service leveltarget configuration (inclusive) for the workgroup and then dividing this number by the number of calls that areanswered in the workgroup queue.

Total agents Total number of agents in the specified workgroups. This is typically the number of users that are members ofthe specified workgroup on the current server. This statistic does not take into account members of the sameworkgroup on peer servers.

Total agentnegativescore


Total agentpositivescore


Totalcustomernegativescore


Totalcustomerpositivescore

This statistic represents the total positive cumulative score for customer interactions handled by this agent.This cumulative score does not include negative scores that occurred during the interactions.

Total talktime

Total amount of time that all agents spent on ACD interactions.

Total waittime

Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned.

Related TopicsStatistics overview

Workgroup statistics summarize ACD interactions, number of agents logged in, and other details that are common to theworkgroup as a whole. The workgroup may or may not have associated queues.

Workgroup Statistics

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AbandonRateDistributions

A percentage value that is calculated by taking the number of abandoned calls in an accumulative collection ofdata from a workgroup and then dividing this number by the number of calls that entered into the workgroupqueue.

AbandonRate MissedTarget

A percentage value that is calculated by taking the number of calls that are abandoned outside of the servicelevel target and then dividing this number by the number of calls that entered into the workgroup queue.

AbandonRate Target

A percentage value that is calculated by taking the number of calls that are abandoned within the service leveltarget configuration and then dividing this number by the number of calls that entered into the workgroupqueue.

Agentsavailable

The Available Agent Count of logged on agents that are available for ACD interactions. See definitions forLogged On and Available to take ACD interactions.

Agents instatus

Number of agents in a particular status.

Agentslogged in onthisworkgroup

Number of agents logged in on this workgroup.

Available forACDInteractions

The number of agents available to take ACD interactions.

An agent is considered to be available to take ACD interactions if all of the following conditions are met:The agent is logged inThe agent is activated on the specified workgroupThe agent is not on another interactionThe agent has an available status

Note that Agent utilization does not apply to this statistic. This statistic assumes that each agent can onlytake one interaction at a time.









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Average talktime

Total amount of time that all agents spent on different ACD interactions, divided by number of ACDinteractions handled by all agents.

Average waittime

Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned,divided by number of ACD interactions for the period reported.

Highestactive agentpositivescore

This statistic represents the highest positive score that an agent has accumulated in an active interaction inthis workgroup. This cumulative score does not include negative scores that occurred during the interaction.

Highestactivecustomerpositivescore

This statistic represents the highest positive score that a customer has accumulated in an active interactionin this workgroup. This cumulative score does not include negative scores that occurred during theinteraction.







Total number of interactions answered that went from ACD–Wait Agent state to ACD–Assigned.



Interactionsflowed-Out

Number of interactions flowed-out.



Interactionswaiting

Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD–WaitAgent state.

Logged in The number of agents logged in for the specified workgroup. This statistic is also the number of agents whoare logged into the current server. This statistic does not include agents who are logged into peer servers forthe same workgroup.

The number of logged on agents can be inaccurate if the following scenario exists for the workgroup:A supervisor is a member of the workgroup.And the supervisor logs on to IC Business Manager or Interaction Administrator.And the supervisor logs on to Interaction Desktop or Interaction Connect.

If the workgroup meets this scenario, the CIC server increments the Logged On count due to the supervisorlogons. The CIC server does not decrease the Logged On count until the supervisor logs out of bothapplications. To correct the Logged On count, you can remove the supervisor from the workgroup or set theSetPersistedStatusOnLastStationLogout server parameter to True.

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Longestavailable

Longest period of time an agent is available, in other words, the duration of the longest available agent to takean ACD interaction for the specified workgroups. See Available for ACD Interactions.

LongestinboundACDinteraction

Duration of the longest of the currently active inbound ACD interactions, or 0 if there is no inbound ACDinteraction active. The duration does not include wait time or answer time. It is the time it takes for aninteraction to be handled by an agent in a queue (excluding wrap time), from first connect to queueremoval/disconnect.


Duration of the longest currently waiting interaction. This interaction has been in the ACD–Wait Agent statethe longest.

Its duration is the amount of time that the interaction has waited to be picked up by an available agent, basedon time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or userinteraction. Overall time in the system (such as time in IVR) is not counted.

Longestnon-ACDinteraction

Duration of the longest of the currently active non-ACD interactions, or 0 if no non-ACD interaction is active.

LongestoutboundACDinteraction

Duration of the longest active outbound ACD interaction, or 0 if no outbound ACD interaction is active.

Longest talktime

The total talk time of the longest currently connected interaction.

Notavailable forACDinteractions

The number of agents not available to take ACD interactions. The number of logged in and active agentsminus the agents available for any interaction.

On inboundACDinteractions

Number of agents on inbound ACD interactions.

On inboundACW

Number of agents performing after call wrap-up work after receiving an ACD interaction.

On non-ACDinteractions

Number of agents on non-ACD interactions.

On outboundACDinteractions

Number of agents on outbound ACD interactions.

On outboundACW

Number of agents performing after call wrap-up work to conclude an outbound ACD interaction.

Percentavailable

The percentage of logged in agents that are available for ACD interactions (available to take ACD interactions/ logged in) * 100).

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ServiceLevelDistributions

A percentage value that is calculated by taking the number of answered calls in an accumulative collection ofdata from the service levels that are configured for a workgroup and then dividing this number by the numberof calls that are answered in the workgroup queue.

ServiceLevelMissedTarget

A percentage value that is calculated by taking the number of answered calls that did not make the servicelevel target configured for a workgroup and then dividing this number by the number of calls that are answeredin the workgroup queue.

ServiceLevel Target

A percentage value that is calculated by taking the number of answered calls that fell within the service leveltarget configuration (inclusive) for the workgroup and then dividing this number by the number of calls that areanswered in the workgroup queue.

Total agents Total number of agents in the specified workgroups. This is typically the number of users that are members ofthe specified workgroup on the current server. This statistic does not take into account members of the sameworkgroup on peer servers.

Total agentnegativescore


Total agentpositivescore


Totalcustomernegativescore


Totalcustomerpositivescore

This statistic represents the total positive cumulative score for customer interactions handled by this agent.This cumulative score does not include negative scores that occurred during the interactions.

Total talktime

Total amount of time that all agents spent on ACD interactions.

Total waittime

Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned.

Related Topics

Statistics overview

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Note: These statistics are only available in Marquee if Interaction Dialer is licensed, installed, and configured.

Interaction Dialer statistics indicate the status and performance metrics of Interaction Dialer. Dialer uses and displays thecategories of statistics listed in the following table. Click the category name for details.

Category Description

Dialer agent statistics Summarize the activity of a specific Dialer agent.

Dialer campaign statistics Summarize information that pertains to a campaign or site.

Dialer overall statistics Summarize Dialer's performance as a whole.

Dialer phone number statistics Summarize details for a specific phone number type.

Dialer skill statistics Summarize the details of a specific skill.

Dialer stage statistics Summarize the activity for a specific Dialer stage.

Dialer wrap up statistics Summarize the dispositions of Dialer calls.

Related Topics

Statistics overview

Interaction Dialer statistics overview

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Interaction Dialer overall statistics

Interaction Dialer overall statistics summarize Dialer's performance as a whole.


Active Agents The number of agents currently active in Dialer, across all campaigns.

Calls Per Agent The number of calls Dialer needs to place on average, at this moment, to get a connect.

Calls Per Hour The number of calls Dialer will place in an hour.

Connected Calls The number of calls currently connected in Dialer, across all campaigns.

Non-Dialer Calls The number of non-Dialer calls currently connected to Dialer agents, across all campaigns.

Proceeding Calls The number of calls currently proceeding in Dialer, across all campaigns.

Total Agents The number of agents currently logged into Dialer, across all campaigns.

Related Topics


Statistics overview

Interaction Dialer campaign statistics

Interaction Dialer campaign statistics pertain to a campaign or site. These statistics are sometimes special valueswhich represent "roll up" statistics across all entries of a type. When a campaign is reset, Dialer campaign statisticsare reset to 0. Afterwards, its statistics reflect data collected in the duration of time since that reset occurred.


AbandonRate

The current abandon rate for this campaign. This is the ratio of system-identified abandons to system-detectedlive persons, as was determined by call analysis, for the period. The formula is (system-calculated abandons /system-detected live people) * 100.

ActiveAgents

The number of agents currently active in this campaign. This number corresponds to the number of agents thatare logged on and not on break.

ActiveCalls

The number of calls active within Dialer. This includes pending calls, outstanding calls, and connected calls.

AdjustedCalls PerAgent

The number of calls Dialer needs to place on average, at this moment, to get a connection, adjusted by thepace.

Agents onBreak

The number of agents logged into this campaign that are currently on break.

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CachedContacts

The number of contacts currently in Dialer's cache.

Calls PerAgent

The number of calls Dialer needs to place on average, at this moment, to get a connection.

Calls PerHour

The number of calls this campaign will place in an hour.

ConnectedCalls

The number of calls currently connected in this campaign. This statistic includes calls that are connected andcalls that are disconnected but are awaiting completion information to be sent by agents who are currently in afollow-up state.

CurrentPace

The current pace of a campaign. The aggression level (pace) determines the speed with which the predictivealgorithm tells the server to place outbound calls. The faster the pace, the more rapidly the Outbound Dialerserver places calls. For example, if the pace level is high, the predictive algorithm tells the server to place callsvery quickly.

EffectiveIdle Agents

The portion of the idle agents that are dedicated to this campaign.

EstimatedCompletion

The estimated length of time left it will take this campaign to complete the current recycle.

Filter The SQL Filter configured for a campaign, specifying which Contact List records should be dialed.

Filter Size The number of callable contacts in the contact list for this campaign. Specifically, the number of records in theContact List that are callable after application of a Filter, but ignoring the Zone Set settings. This statistic isused to diagnose the effect the Filter has on the number of callable records. This statistic is also used todetermine how effectively the list has been penetrated (regardless of recycle). When this number becomessmall, the list has been sufficiently penetrated, and a new filter should be applied, or a different campaignshould be started.

Idle Agents The number of agents logged into this campaign that are currently idle.

Last Error The most recent error associated with this campaign.

LastWarning

The most recent warning associated with this campaign.

Non-DialerAgents

The number of agents in this campaign that are currently on non-Dialer calls.

Priority The configured priority of this campaign.

ProceedingCalls

The number of calls currently proceeding in this campaign. These are calls that are currently being dialed or inthe process of call analysis. Once a live speaker has been found (based on whether call analysis and answeringmachine detection has been enabled) the call will be routed to an agent via ACD. A Proceeding call will beconsidered Connected once an agent is physically connected to the call.

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RecycleBlocked

The number of contacts that will not be dialed because they are currently zone blocked. This can be used todiagnose the effect the Zone Set is having on the number of callable records. Once a time zone becomesactive (calls can be placed to this zone) the count of records in this zone will be subtracted from this value andadded to the Recycle Size (no recycle is required in order for the newly active records to be picked up.

RecycleSize

The number of contacts left in the current recycle for this campaign. This value indicates the number of recordsin the Contact List that must be processed before the list is recycled. In other words, this is the number ofphone calls that must be placed before the next recycle of the Contact List can occur. This number willdecrease as the numbers of calls placed for the current recycle increases. This includes only records that arecallable when considering both the active Filter and the Zone Set associated with the campaign.

RecyclesRemaining

The number of recycles that need to be carried out in order for the campaign to complete. The maximumnumber of recycles is configured for each campaign and dictates how many times the dialer will go through thelist before completing or moving on to the next campaign. If a campaign is configured to recycle indefinitelythen the remaining recycles statistic is not used; the dialer will continually reprocess contacts from the list.

Sort The sort order used by a campaign. Specifically, the SQL sort criteria configured for a campaign that specifiesthe sort order in which Contact List records should be dialed. Sort Criteria contains comma-separated valuesthat indicate the current sort order of the Contact List and works exactly like the ORDER BY clause of an SQLselection statement. An example might be: 'PhoneNumber, Name DESC'.

Status The running status of a campaign.

TotalAgents

The number of agents currently logged into this campaign.

Workgroup The workgroup used by this campaign.

Related Topics


Statistics overview

Interaction Dialer agent statistics

Interaction Dialer agent statistics summarize the activity of a specific Dialer agent:


Abandon Rate (by calls) The percentage of total Dialer calls handled by this agent which were classified as abandons.

Abandon Rate (bycontacts)

The percentage of total Dialer calls handled by this agent which were contacts and wereclassified as abandons.

Abandon Rate (bydetections)

The percentage of Dialer calls handled by this agent which reached a live party and wereclassified as abandons.

Average Break Time The average amount of time this agent spends on break.

Average Dialer Talk Time The average amount of time this agent spends on each Dialer call.

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Average Idle Time The average amount of time this agent spends idle.

Average Non-Dialer TalkTime

The average amount of time this agent has spends on each non-Dialer call.

Average Talk Time The average amount of time this agent has spent on each call.

Contact Rate The percentage of total Dialer calls handled by this agent which were classified as contacts.

Contacts Per Hour The number of Dialer calls resulting in a contact which this agent handles per hour.

Dialer Calls The number of Dialer calls this agent has completed.

Idle Periods The number of times this agent has been idle.

Logged In Time How long the agent has been logged into the campaign.

Non-Dialer Calls The number of non-Dialer calls this agent has completed.

Percent Break Time The percentage of this agent's time which has been spent on break.

Percent Dialer Talk Time The percentage of this agent's time which has been spent on Dialer calls.

Percent Idle Time The percentage of this agent's time which has been spent idle.

Percent non-Dialer TalkTime

The percentage of this agent's time which has been spent on non-Dialer calls.

Stage The stage the agent is currently in.

Station The station this agent is logged into.

Status The agent's current status.

Successes Per Hour The number of successful Dialer calls this agent handles per hour.

Successes Rate (by calls) The percentage of total Dialer calls handled by this agent which were classified as successes.

Successes Rate (bycontacts)

The percentage of Dialer calls handled by this agent which were contacts and were classified assuccesses.

Time in Stage How long the agent has been in the current stage.

Time in Status How long the agent has been in the current status.

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Total Abandons The number of calls this agent has completed that were classified as abandons.

Total Break Time The total amount of time this agent has spent on break.

Total Breaks The number of times this agent has been on break.

Total Contacts The number of calls this agent has completed that were classified as contacts.

Total Detections The number of calls this agent has completed that were detected as a live speaker.

Total Dialer Talk Time The total amount of time this agent has spent on connected Dialer calls.

Total Idle Time The total amount of time this agent has spent idle.

Total Non-Dialer TalkTime

The total amount of time this agent has spent on connected non-Dialer calls.

Total Successes The number of calls this agent has completed that were classified as successes.

Total Talk Time The total amount of time this agent has spent on Dialer and non-Dialer calls.

Related Topics


Statistics overview

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Interaction Dialer phone number statistics

Interaction Dialer phone number statistics summarize details for a specific phone number type (for example, homenumber, office number, fax).


Attempts The total number of times this phone number type has been attempted.

Attempts Abandoned The total number of attempts to this phone number type that have been classified as abandons.

Attempts AnsweringMachine

The total number of attempts to this phone number type that have been classified as answeringmachines.

Attempts Busy The total number of attempts to this phone number type that have been classified as busy.

Attempts Fax The total number of attempts to this phone number type that have been classified as fax.

Attempts No Answer The total number of attempts to this phone number type that have been classified as no answer.

Attempts RemoteHangup

The total number of attempts to this phone number type that have been classified as remotehangups.

AttemptsRescheduled

The total number of attempts to this phone number type that have been rescheduled.

Attempts SystemHangup

The total number of attempts to this phone number type that have been classified as systemhangups.

Contact Rate The contact rate for this phone number type. The rate is calculated using the number of contacts andthe total number of attempts.

Contacts The total number of contacts that have been made to this phone number type.

Related Topics


Statistics overview

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Interaction Dialer skill statistics

Interaction Dialer skill statistics summarize the details of a specific skill. Skill statistics help supervisors manage skills-based dialing in predictive, power, and preview modes.


CachedContacts

The number of contacts requiring this skill combination that are currently in Dialer's cache. This is anassortment of records that were pulled from the schedule table or standard campaign calls that have beenpulled to dial.

CallableContacts

The number of contacts requiring this skill combination that are callable. These records in the call list have aC (callable) or blank Status column.

FinishingAgents

The number of finishing agents active in the campaign with this skill combination.

Idle Agents The number of idle agents active in the campaign that have this skill combination.

OutstandingContacts

The number of contacts requiring this skill combination that are currently being called. These calls areproceeding (i.e. dialing).

ScheduledContacts

The number of contacts requiring this skill combination that are scheduled. These calls will be placedaccording to call schedule times. The status for these records is O, R, S, or T.

TotalAgents

The number of agents active in the campaign that have this skill combination.

TotalContacts

The total number of contacts that require this skill combination. This is a sum of callable, scheduled, andcached records.

Related Topics


Statistics overview

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Interaction Dialer stage statistics

Interaction Dialer stage statistics summarize activity for a specific Dialer stage.


Average Time The average time a call spends in this stage.

Completed Calls The number of calls that were completed while in this stage.

Percent Completed The percentage of calls that enter this stage that are completed in this stage.

Total Calls The number of calls that entered this stage.

Total Time The total time that calls have spent in this stage.

Related Topics


Statistics overview

Interaction Dialer wrap up statistics

Interaction Dialer stage statistics summarize dispositions of Dialer calls (that is, how calls are wrapped up).


AverageTime

The average amount of time that this agent spends on Dialer calls with this wrap-up category and code.

PercentCalls

The percentage of the total calls that this agent has completed with this wrap-up category and code.

PercentTime

The percentage of the time that this agent has spent on calls for this wrap-up category and code to the total timethe agent has spent on calls.

TotalCalls

The number of calls that this agent has completed with a specific wrap-up category and code.

TotalTime

The total time that this agent has spent on Dialer calls with a specific wrap-up category and code.

Related Topics


Statistics overview

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Working with Plug-insWhen you are working through the Package Wizard and select the Other output type, you will have to choose one of the availablePlug-ins. When you are editing a package from the Edit statistic package dialog and select the Parameters tab, you can change thePlug-in. Once you select a Plug-in, you will then have to configure a set of parameters that are specific to the Plug-in that you haveselected. There are a total of eighteen Plug-ins and each one has a set of parameters that you will need to configure.

Related Topics

Plug-in breakdown

Parameter breakdown

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Plug-in breakdownWhile there are a total of eighteen Plug-ins, they can be broken down into three output types and six destinations. Each Plug-insconsists of one output type and one destination.

Let’s begin with a list of all the available Plug-ins:

Output HTML for the webOutput HTML to FileOutput HTML to TCP/IPOutput HTML to UDP/IPOutput HTML to emailOutput HTML to email which is sentby a CIC server

Output XML for the webOutput XML to FileOutput XML to TCP/IPOutput XML to UDP/IPOutput XML to emailOutput XML to email which is sentby a CIC server

Output a string to a web serviceOutput a string to a fileOutput a string to TCP/IPOutput a string to UDP/IPOutput a string to emailOutput a string to email which is sentby a CIC server

The output types that are available are described in the following table:

Type Description

Output HTML Creates a statistic package that is formatted as an HTML file

Output XML Creates a statistic package that is formatted as an XML file

Output a String Creates a statistic package that is formatted as a text string

For each of these output types you can choose to configure a package for one of the destinations described in the following table:

Destination Description

For the Web Stores the statistics package in memory in preparation for web service calls

To a file Writes the statistics package to the specified file

To a TCP/IP address Writes the statistics package to the specified TCP connection

To a UDP/IP address Writes the statistics package to the specified UDP connection

To an email server Writes and sends the statistics package to the specified SMTP connection

To email via a CIC server Writes and sends the statistics package using the CIC server's mail provider

Parameter breakdownOnce you select a Plug-in, you will then have to configure a set of parameters that are specific to the Plug-in that you have selected.Many of these parameters are required and others are optional. Required parameters will be marked with an asterisk (*) andoutlined in red. You will select some of the parameters from drop down menus and others will require that you enter specificinformation. While a few of the parameters are the same for all of the Plug-ins, the majority only apply to specific types of Plug-ins.

The available parameters and the Plug-ins to which they apply are described in the following table:

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Parameter Plug-in Description

XSLT File All From the drop down menu, select an existing XSL File set or click the Add XSL file buttonand select your XSL file.

Encoding All From the drop down menu, select one of the available encoding standards.

Publish toWeb

Output HTML forthe Web

From the drop down menu, select either True or False depending on whether you want topublish the HTML file to Marquee's Viewer Page.

Output File

Output HTML tofile

Output XML to file

Output string to afile

In the text box, enter the path and name of the XML file that you want to create for yourpackage.

Server

Output * to TCP/IP

Output * to UDP/IP

Output * to email

In the text box, enter name of the server to which you want to send your package.

Port Output * to TCP/IP

Output * to UDP/IP

Output * to email

In the text box, enter the port number assigned to the server to which you want to sendyour package.

Persist Output * to TCP/IP From the drop down menu, select either True or False depending on whether you want toenable the TCP persist timer.

From Output * to email

Output * to emailby CIC

In the text box, enter the full email address that you want to appear as the sender of theemail messages.

To Output * to email


In the text box, enter the full email address of the recipient(s). If you use more than oneaddress, be sure and separate each address with a ";"

Subject Output * to email


In the text box, enter the subject for the email message.

SendTimes

Output * to email


Use the Clock control to specify the time(s) that you want to deliver the email messagewith the statistics.

CIC Server Output * to emailby CIC

From the drop down menu, select the CIC server that will send the email messages.

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Body TypeOverride


In the text box, enter the Body Type Override code.

VersionTag Output XML for theWeb

Output XML to file

Output a string toa web service

Output a string toa file

From the drop down menu, select either True or False depending on whether you want toenable the XML VersionTag.

* Indicates each one of the available output types

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Working with controls

Clock controlWhen you click the clock icon, you'll see the Clock control. To set the time using the Clock control, click and drag the sliders to setthe hours and the minutes. As you do, the number in the Time text box will change accordingly.

The hours are marked in increments of 2, but you can position the slider in between to select the other hours.The minutes are marked in increments of 5, but you can position the slider in between to select other minutes.

When you are satisfied with the time setting, click the green check mark icon.If you want to cancel the time setting, click the red X icon.

Add Statistic controlOn both the Statistics tab of the Edit statistic package dialog and the statics page of the Package Wizard, you will find an AddStatistic control, which will allow you to add statistics to your package individually or as a group. While the Add Statistic controlappears to be a single element, it is actually two: A command that displays the Add statistic dialog and a drop down arrow thatdisplays a list of statistic categories.

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When you click the Add Statistic command, you’ll see the Add Statistic dialog. Here you can select individual statistics andconfigure the associated parameters.

When you select the Statistic drop down, you’ll find an extensive list of statistics grouped by category. Once you select a statistic,the Parameters section will change to display those parameters associated with the specific statistic you have selected. Tochoose parameters, simply click the drop down and select from the available options.

Note: While the majority of statistics have multiple parameters, some have as few as one and other statistics do not have anyparameters associated with them.

When you click the Add Statistic drop down arrow, you’ll see a menu that allows you to select groups, or more specifically entirecategories, of statistics. As you will see, only a small set of categories is available. These groups represent the most commonlyused statistics.

When you select a group of statistics, you will see the Default Parameters dialog where you can specify the default values for all ofthe parameters that are associated with that particular statistic category. Once you click OK and the statistics are added to thepackage, you can individually edit the parameters as you need.

Individual statistics

Group statistics

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Note: A package can contain a maximum of 3,500 statistics. If the package contains more than 3,500 statistics, the systemdisplays a message to indicate that the package exceeds 3,500 statistics. To correct the error, remove statistics from thepackage until the package contains no more than 3,500 statistics. To remove statistics from the package, you can edit thepackage to remove workgroups or statistics, or edit the manifest file to remove statistics.

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Additional information

Working with configuration files The configuration file determines some basic parameters of Marquee. The configuration file isININ.IWP.Marquee.WinService.exe.Config and it is located in C:\Program Files(x86)\Interactive Intelligence\Interaction WebPortal\Marquee.

This is an XML file that contains comments that explain how to customize it. You can edit it with an XML editor or any text editorsuch as Notepad or Wordpad. Do not use Microsoft Word.

The parameters that you can configure are shown in the following table:

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Element(Category)

Attribute(Parameter)

Default value Description

ldapCredentials Host host Change this parameter to the fully qualifieddomain name of the LDAP (LDS) host.

User domain\user Change this parameter to a valid domain and username of a Windows user that has access to LDS.

Pwd 1234 Change this parameter to the password thatcorresponds to the user name.Note: You must use HTML entities for specialcharacters; for example, for ampersand (&) use&.

AuthType Negotiate One of the following values:NegotiateSSLSimpleSSLNegotiateTLSSimpleTLSNegotiate

appSettings

webServicePort 8070 The HTTP port on which Marquee data packageswill be available.

buildSampleXmlOnStart workgroup_agent_status

When the Marquee service starts it can generatesamples to help in creating XSL files for statisticpackages. Sample files are created in the samefolder as the Marquee service. Two types ofsamples are generated:

The hostname_sample.xml file contains thenames of statistics.The hostname_sample.ininStatKeys filecontains a list of possible statistics. This fileis used when creating a statistic package toauto select statistics.

The buildSampleXmlOnStart parameter takes oneof the following values:

workgroup_agent_status limits the sampleoutput to only agent, workgroup, and agentstatus statistics (also only outputs onesample per agent or workgroup)all builds samples with all possible valuesnone builds no sample output

1. Open the ININ.IWP.Marquee.WinService.exe.Config file in an editor.2. Delete the existing ldapCredentials container - everything from opening tag: <ldapCredentials to the closing tag:

</ldapCredentials>.3. Add a new ldapCredentials container with a valid host name, user name, and password. For example:

To change the LDAP credentials:

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<ldapCredentials Host="myHostname" User="myWindowsCredentials" Pwd="myPassword"AuthType="Negotiate" />

4. Save and close the file.5. Rename ININ.IWP.Marquee.WinService.exe.Config to web.config.6. Run the following command:

C:\Windows\Microsoft.NET\Framework64\v2.0.50727\aspnet_regiis -pef "ldapCredentials" "C:\Program Files (x86)\InteractiveIntelligence\Interaction Web Portal\Marquee"

Note: If necessary, change the path to the correct Marquee directory.

7. Rename web.config to ININ.IWP.Marquee.WinService.exe.Config.

Note: Selecting the all option increases the time it takes for the Marquee service to start. Also, when you change the buildsampleXmlOnStartup parameter, you need to restart the marquee service to generate the samples.

Related Files

Marquee example display page

File Library

Working with multiple workgroupsIf you select more than five workgroups and are creating or editing an XML or string package that doesn't require an XSL File setand you do not add any statistics via the Add Statistics control or a manifest file, you will encounter an error message that willprevent you from saving the package.

When you select more than five workgroups and do not specify any statistics, Marquee automatically selects all the workgroupstatistics, which will result in a package that will generate more than 5000 statistics. Since such a large statistics package couldhave an adverse impact on your CIC hardware performance, Marquee prevents you from saving the package.

If you select more than five workgroups and are creating or editing an XML or string package, you must select statistics via amanifest file.

Related Topics


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Events LogUse Windows Event Viewer to view the Application log for Marquee. Messages generate every 15 minutes. The following messages canappear in the Application log.

Message Description

# out of # existing packages were executed inthe last 15 minutes. During that period, therewere # package execution failures out of #executions.

This message indicates that packages are executing without error. Forexample, 2 out of 2 existing packages were executed in the last 15minutes. During that period, there were 0 package execution failures outof 120 executions.

The communication with the Interaction Centerserver is down.

This error affects all packages. Package execution will continue after theCIC server is running.

The Marquee windows service is unable tocommunicate the LDAP data store. Normalpackage execution should restore when theservice becomes active.

This error affects all packages. Package execution will continue aftercommunication is restored.

The Marquee windows service is turned off.Please contact a system administrator to restorepackage activity.

This error affects all packages. Package execution will continue afterMarquee windows service is turned on.

The network interface is down. This error affects all packages. Package execution will continue after theissues is resolved.

This Interaction Marquee package has beenmarked inactive. Please contact a systemadministrator to restore package activity.

This error affects this package only. Edit the package and change toactive to restore execution.

The package configuration contains a invalidparameter value. Please contact a systemadministrator to restore package activity.

This error affects this package only. Edit the package and correct theparameter to restore execution.

The package contains a XSLT transform error,please contact a system administrator to restorepackage activity.

This error affects this package only. Correct the transform error torestore execution.

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Miscellaneous topics

Marquee example display pages Marquee has two example display page files that are automatically generated in the file library. You can alter these files and usethem as templates for your own Marquee display page layouts.

The following figure shows these files in the library:

Marquee examples are formatted as .zip files. Each .zip file contains XSL files and corresponding folders at the root level of the.zip file. The folders that correspond to the XSL files contains files such as JavaScript, CSS, images, and other files needed toformat your Marquee display page.

You can use the .ininStatKeys file in the same folder as an aid to selecting statistics during package creation.

The following table lists the XSL files that determine the categories in the HTML Examples.zip file:

File name Description

agent-status.xsl Displays workgroup average statistics along with individual agent statistics

audio.xsl Plays an audio alert when values are above or below a threshold.

single-working-group-details.xsl Displays workgroup average statistics and with individual agent statistics

toolkit.xsl Generates a dashboard-style display

workgroups-horizontal.xsl Displays multiple workgroups in a horizontal format

workgroups-vertical.xsl Displays multiple workgroups in a vertical format with graphics

xml-output.xsl Generates XML output with no display

Each XSL file corresponds to a subdirectory with the same base name. For example, agent-status.xsl corresponds to the agent-status subdirectory.

Each subdirectory contains files that pertain to a particular type of directory. Most of the examples have the same core files, similarto the following example:

Example file structure

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File name Description

agent-status.css CSS file that determines how data is displayed in a web browser

agent-status.ininStatsKeys Plain text file that contains the names of statistics to be displayed

This file contains comments that explain how to use it.

agent-status.js JavaScript file that determines the size of the statistics display

Many of the example categories contain other files such as graphics and audio that you can adapt to similar uses.

The xml-output directory contains only an .ininStatKeys file, because XML output does not require the display characteristics thatthe CSS and JavaScript files determine.

The following table lists the file types that Marquee uses:

File type Description

.xsl The XSL is transformed with the statistic XML to produce the package output. Inthe Marquee examples, the XSL visually formats the Marquee display pages.

.ininStatKeys The .ininStatKeys file is required to generate statistics within the .zip file.

.zip The .zip files in the file library contain XSL files in folders, which contain CSS, JavaScript, and allother files necessary to support your HTML page.

Note: The Shared folder contains files that are common among the various packages. This folder is specific to the HTMLExamples.zip file and is not required.

Related Topics

File Library

Viewer Pages

Interaction Marquee featuresThe following features are included in Interaction Marquee:

Packages

File library

Viewer pages

About Marquee files

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Deleting a package On the Marquee home page, on the Packages tab, click Delete next to the package that you want to delete. See the following figure:

Note: When you attempt to delete a Marquee file from the file library, the system checks to see if that file is in use by astatistics package. You cannot delete a file that is in use. Also, when you upload a .zip file to the file library, the .zip file mustcontain at least one XSL file. All XSL files must be at the root level of the .zip file.

Related Topics

Adding a package

Editing a package

Searching for a package

Editing a package You can edit a statistics package after it has been added. On the Marquee home page, on the Packages tab, click Edit next to thepackage that you want to edit. See the following figure.

The package wizard opens. You can then navigate through the wizard to modify the package properties.

Related Topics

Adding a package

Deleting a package

Packages

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CIC email file packageThe CIC Email output translates the statistics data, sends it to a specified CIC server, and sends it to specific email recipients.1. Select the Interaction Center server that sends the email.2. Enter the e-mail address that appears as the "From" address of the email messages.3. Select the message format, HTML or plain text.4. Enter one or more recipient addresses for the e-mail messages.5. Click Next.6. Enter the subject line for the email messages.7. Select the time that you want the email to be sent.8. Select an XSL style sheet to format the statistics into a readable format, or click Add XSL file to add a new file.9. Click Next. The list of statistics in the package is displayed.

10. (Optional) Click Group by statistic category or Group statistics by name to arrange the statistics in the list.11. (Optional) Click Remove to the right of a statistic to remove it from the package.12. (Optional) Click Add Statistic to add a statistic that is not already in the list.13. Click Next.14. (Optional) Enter a text description of the message to be displayed in the Marquee page.15. (Optional) Select a date and time for the display to expire.16. Click Create to finish adding the package. The package is added to the statistics package list on Marquee's home page.

Related Topics

Adding a package

HTTP/Web based package

XML File

Other package formats

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Other package formats The Other option allows you to choose from all available static package plug-in types.

The page shown in the following figure lists the plug-ins that are available:

To select an output format:1. Select the plug-in from the drop-down menu.2. Enter or select the required parameters in the parameter table.

Note: The parameters that appear in the table are determined by the plug-in that you selected. Each plug-in type has adifferent set of parameters.

3. Click Next. The list of statistics in the package is displayed.4. (Optional) Click Group by statistic category or Group statistics by name to arrange the statistics in the list.5. (Optional) Click Remove to the right of a statistic to remove it from the package.6. (Optional) Click Add Statistic to add a statistic that is not already in the list.7. Click Next.8. (Optional) Enter a text description of the message to be displayed in the Marquee page.9. (Optional) Select a date and time for the display to expire.

10. Click Create to finish adding the package. The package is added to the statistics package list on Marquee's home page.

Related Topics

Adding a package


CIC Email

XML File

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XML file packageStatistics can be formatted as an XML document that is saved to the file system. Optionally, XSL can be used to transform theXML.

The following figure shows the first page of the Package Wizard:

To generate an XML file of statistics:1. In the text field, enter the path of the XML file that you want to display your statistics. The wizard page gives examples of paths

that Marquee can interpret.2. Click Next.3. Select the XSL style sheet that you want to be applied to your statistics package.4. (Optional) Click Add XSL file to add a file that is not already in the list.5. Click Next. The next page shows the statistics that are currently selected.6. (Optional) Click Group by statistic category or Group statistics by name to arrange the statistics in the list.7. (Optional) Click Remove to the right of a statistic to remove it from the package.8. (Optional) Click Add Statistic to add a statistic that is not already in the list.9. Click Next.

10. (Optional) Enter a text description of the message to be displayed in the Marquee page.11. (Optional) Select a date and time for the display to expire.12. Click Create to finish adding the package. The package is added to the statistics package list on Marquee's home page.

Related Topics

Adding a package


CIC Email

Other package formats

System requirementsWeb server

Microsoft Windows 2012 Server R2 or laterLightweight Directory Services (LDS) RoleMicrosoft IIS 7.0 or laterMicrosoft .NET 4.0 or later

Web browserMicrosoft Internet Explorer 9 or laterFirefox 3.6.10 or laterSafari 4.0 or laterGoogle Chrome 6 or later

Setting up Inova with MarqueeThe Inova Solutions reporting product can be integrated with Interaction Marquee.

You can find detailed instructions on how to configure and connect an Inova readerboard in the PureConnect support article How toset up Interaction Marquee 4.0 with an Inova readerboard.

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http://www.inovasolutions.com/

https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q135222189301073

Change log

Date Changes

28-February-2019 Created this change log.

19-March-2019 Updated description of Agents Available statistic.

02-May-2019 Updated Total TTS sessions and Available TTS sessions statistics in CIC System Status statistics.

10-June-2019 Updated Agent Statistics and Workgroup Statistics to include these new statistics: Customer KeywordSpotted, Agent Keyword Spotted, Total Agent Positive Score, Total Agent Negative Score, Total CustomerPositive Score, Total Customer Negative Score, Highest Active Agent Positive Score, Highest ActiveCustomer Positive Score.

02-October-2019 Removed empty "Configuring statistics" topic from Miscellaneous Topics in TOC..

12-November-2019 Removed link to support article "How to set up Interaction Marquee 4.0 with an Inova readerboard" inOverview of Interaction Marquee topic.

04-March-2020 Updated requirements to include Windows Server 2019.

25-March-2020 Updated Workgroup statistics to clarify logged in statistic.

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17-august-2020 interaction marquee · a package with an execution interval of 60 seconds and 5...

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